Customer Service Advisor-Start Hearing

Serve as the primary contact for patients, educating them on hearing aid benefits, scheduling appointments, and ensuring satisfaction throughout their care journey. This role requires strong communication, empathy, and sales skills to convert inquiries into appointments. You'll work closely with hearing care providers to refer qualified patients and support ongoing relationships. Responsibilities include handling calls, emails, and chats, and understanding basic insurance coverage and eligibility processes.

At Starkey, we are in the business of connecting people and changing lives. As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems.  

Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29 facilities and does business in more than 100 markets worldwide. Here’s a video about the people behind Starkey’s groundbreaking innovation:

https://www.youtube.com/watch?v=GjhRQ7qzlI0 

Hearing is key to our health and happiness. Starkey is much more than the hearing aids we produce. We are in the business of connecting people and changing lives. We believe being able to hear the world and the people around us is as essential to the human experience as breathing. Many recent advances are already being recognized as disruptive technologies that have positioned Starkey hearing aids as the industry’s first devices that go beyond providing just audiological amplification. Our hearing aids now incorporate Artificial Intelligence, embedded activity sensors, language translation and transcription services, as well as an always-on personal voice assistant.

JOB SUMMARY DESCRIPTION  
This position requires excellent communication and people skills to represent Starkey Hearing Technologies’ products and services. Maintain a high level of care to educate patients on the products and benefits offered along with booking appointments by finding the best hearing care providers to use. Follow up with patients to ensure they are satisfied with their hearing aid purchase as well as after care services. A primary objective will be to provide patient information, schedule appointments at participating hearing professional’s offices and be the single source contact for the patient. In addition, building relationships with our preferred hearing healthcare providers by referring qualified patients to their office is a must to drive sales success and patient satisfaction.  

As a patient concierge with a strong sales background who can quickly identify areas of opportunity and convert calls into leads and appointments. Attention to detail along with empathetic communication skills are a must. This role will include heavy use of phone (inbound and outbound), email and live chat in office or remote. You will interact with patients and providers to deliver clear and concise information related to general inquiries regarding benefits and providers who can fit patients with hearing aids. Additionally, required to understand basic insurance coverage, eligibility, and details of submission processes to access the hearing benefit. 

Respond promptly and thoroughly to patient inquiries via telephone, email, and live chat 

• Handle all calls with care in a professional-friendly manner. 

• Act as first point of contact for patient inquiries on how and where to obtain professional hearing services 

Follow-up and drive a communication plan with patients who have responded to various types of advertising, with the goal of setting qualified in-office hearing appointments and guiding patients to purchase hearing aids. 

• Approach patients from a sales and support perspective by following script assigned to 

program/campaign 

• Follow up before and after hearing test appointment and hearing aid fitting to ensure patient 

satisfaction as well as aftercare education 

Communicate effectively with Start Hearing’s Network Providers regarding technology recommendations. 

• Provide efficient use of data systems to find and recommend local hearing professionals. 

• Provide valuable “front line” feedback on patient concerns 

• Be able to support hearing care professionals and staff on order entry, sales process and payment 

process when necessary. 

Successfully utilize current CRM and B2B2C support tools as a primary business unit driver 

• Maintain appropriate knowledge of current Start Hearing and competitor hearing aids to be able to 

answer comparative questions and lead technology discussions toward scheduling appointments with participating network providers. 

• Understand brand, sales, provider network & patient structure to direct complex inquiries to 

appropriate staff. 

JOB REQUIREMENTS 

Minimum Education, Certification and Experience Requirements 

• Education (i.e., 4-year college degree, license, certification) 

• High school diploma from an accredited institution; General education degree 

• Experience (i.e., years of work experience related to the job) 

• Experience in customer service activities and sales related functions 

Knowledge / Technical Requirements  

• Solid computer experience with Windows programs; experience with CRM systems a plus. 

• Phone sales process and direct selling 

• Good product knowledge preferred but not required 

Competencies, Skills & Abilities  

• Excellent customer service skills 

• Great enthusiasm for helping patients and providers 

• Must be an energetic “self-starter” with the ability to work both independently and within a team 

• Demonstrate current knowledge of hearing aid and hearing loss information 

• Strong verbal, written and interpersonal skills with the ability to multi-task. 

• Attention to details and time management are a must 

• Previous experience in customer service/support environment 

• Must be flexible, proactive and possess perseverance 

• Should be able to operate well under tight pressure 

• Able to address multiple projects simultaneously 

Salary:

The annual salary for this position is between $40,000-$45,000/ year.  Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is eligible for a bonus based upon performance results.  There is no guarantee of payout.   

Benefits:

The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid holidays annually, floater days annually, volunteer service day annually, paid paternity leave, and tuition reimbursement.

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Salary : $40,000 - $45,000