Customer Service Rep 1

Overview

Customer Service Representative Level 1 reps provide front line heavy customer contact and direct customer service support to all customers. Performance of routine and complex tasks related to all aspects of customer support with emphasis on making each customer contact an easy and pleasant experience.

Responsibilities

• Offer an exceptional customer experience in every interaction
• Answer all questions regarding multi-brand products and services.
• Makes outbound calls to customers as needed regarding inquiries, order status and services
• Enters orders for hearing instruments, accessories, parts, warranties, replacement claims and documents complaints as needed.
• Updates information in the computer such as warranty registration, username, comments.
• Logs calls, customer complaints and creates/maintains B2B cases and contacts in Sales Force
• Works overtime as expected and required due to workload, customers, and training demands.
• Notify Customers daily of any out-of-stock issue with their orders.
• Ability to work in a fast-paced environment
• Meet or exceed Level 1 KPI requirements

Qualifications

• Minimum High School Diploma or GED required
• Minimum 1-2 years of Remote/Hybrid Call Center Customer Service experience
• Attention to detail and excellent follow up skills
• Pleasant, friendly, professional manner, excellent verbal, and written communication skills, including excellent listening, speech, telephone voice - must speak clearly, use good grammar, with an adequate vocabulary.
• Must be able to handle stress and pressure, have organizational skills, be detail oriented with excellent follow up skills, and meet the department’s Call Quality benchmarks.
• Requires a positive attitude, ability to work independently or as part of a team and have a genuine interest in people and desire to help.
• Experience working in a fast-paced environment and ability to multitask
• Proficient in working with Outlook, the Internet, Microsoft Word, and Microsoft Excel is required
• Must have minimum high internet speed of 50 mbps (hard wired with Cat 5 cable and router)

• • What we have to offer:
    Medical, dental, prescription, and vision benefits
    24/7 virtual medical care
    Employee Assistance Program for you and your family
    401(k) with company match
    Company-paid life insurance
    Supplemental insurance for yourself, your spouse/partner, and your children
    Short-term and long-term disability insurance
    Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
    Pet Insurance
    Commuter accounts

    Oticon Inc. is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status.

    The pay range for this position is expected to be between $21.33 and $23.70 hourly; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

  Company Values

  We Create Trust – We value the opinions of our customers and colleagues. We promote a work environment based on inclusion, honesty, integrity and respect. We always keep our promises.

  We are Team Players – We collaborate and network effectively across Demant. We take initiative and help each other to achieve our ambitious goals.

  We Create Innovative Solutions – We challenge ourselves to improve and find new, value-adding solutions. We are curious to share ideas and insights to increase our collective innovativeness.

  We Apply a Can-do attitude – We always look for opportunities to win the business and do our best to add value to our customers. We find solutions and act.