Job Description

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Customer Relations Representative - Government Services

We are seeking a  friendly, hard-working Customer Relations Representative  who will be responsible for consistently serving our Veteran’s Administration (VA), Department of Defense and Indian Health Services customers through various platforms including calls and emails. You will be responsible for upholding the values and culture of the department through positivity and teamwork. As an active team member, you will act as a support system for internal and external customers. We serve our customers with passion, purpose, and excellence! If this sounds like a good fit, please apply today! 

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: 

• Perform consistently in measured core areas.
  • Meet average call and email expectations.
  • Support Incident (SI) logging is consistent with call and email numbers.
  • Minimize missed or late answered calls.
• Consistently maintain a positive attitude and be an active and supportive team member
  • Treat others with respect while speaking in positive words.
  • Be receptive to constructive feedback and deploy the Customer Service Golden Rule.
• Customer Service Golden Rule: pass positives up, down and around and pass negatives up. Share frustrations with someone that can make a difference or decision with the information.
  • Provide support to your team, department, and internal customers emulating the ‘team-first, self[1]second’ mentality.
  • Develop relationships to address customer needs by involving the right people at the right time.
  • As a GS Customer Relations Consultant, engage in training, special projects, group email box support, and/or initiatives.
• Serve the customer better than anyone else. Serve with passion, purpose, and excellence to foster relationships and trust.
  • Accurately identify customer requirements, expectations, and needs.
  • Meet the needs of customers and utilize soft skills to maximize call satisfaction.
  • Exceed customer’s expectations on every call. Go the extra mile by following through on every promise.
  • Be accountable for complying with policies, procedures, and work requirements.
  • Adhere to the guidelines outlined in the Employee Guidelines document and Market Development
  • Maintain a sense of urgency in monitoring the calls in queue.
  • Adhere to work and lunch schedules to demonstrate commitment to serving our customers and team.
• Play an active role in developing professionally.
  • Efficiently utilize department approved knowledgebase resources and applications
  • Employ a Government Services team first mentality for problem solving, prior to reaching out to others
  • Attend and participate in department trainings

  • Prioritize 1:1 meetings with your director 

  • Complete and pass the knowledge assessments as required for product launches, HIPAA trainings, VA specific courses

Knowledge / Technical Requirements   

• Basic knowledge of Microsoft Office (Word, Excel, PowerPoint, etc.) 
• Familiarity with virtual meeting platforms (WebEx, Teams, Zoom) 
• Familiarity with smartphones 
• Excellent written and oral communication skills required 
• Ability to function within a team environment required 
• Ability to understand technical information is required 
• Excellent organizational and problem-solving skills 
• Ability to adapt to changing situations and environments 
• Ability to work well with people in person, by telephone, and online 
• Ability to work independently 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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