Caring Center Supervisor-Start Hearing

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
The Caring Center Supervisor is responsible for coaching and managing their team of Hearing Care Advisors while maintaining the highest level of service for our customers. Responsible for setting the standard for attitude and maintaining the culture within the department. Exemplifying a 'team first' mentality and is a leader to the team. Establishes goals, metrics, KPI's, assess quality and make decisions that support our mission to serve our customers better than anyone else.

Coordinate daily, weekly and monthly scheduling to meet the needs of the customers

• Monitor workflows and identify and manage appropriate staffing levels

• Manage personal time off requests from staff considering historical trending data to ensure minimal impact to our customers, as well as coordinate and manage overtime

• Manage special projects, training, and/or daily duties to ensure proper phone coverage throughout the day

• Respond to disruptions in daily workflow to maintain excellent support for our customers and team

Increase customer satisfaction by responding to and anticipating customer needs

• Ensure that team follows internal Complaint Process

• Function as a resource to staff for elevated customer issues

• Manage escalated calls from patients and providers

• Address and respond to issues that impact our customers in a timely manner

Provide feedback on performance goals to staff

• Conduct thorough and constructive performance reviews in a timely manner

• Utilize quarterly and annual performance check-ins to track the development and progress of employees

• Conduct one on ones once a cycle to review progress and discuss relevant topics

• Review KPI's, Production & Quality Assurance Score Cards and Team metrics on a weekly and monthly basis

• Ensure all teams / individuals meet or exceed service levels and adherence expectations

• Coach as necessary to ensure that processes are followed

Set the standard for attitude within the department

• Foster an environment where positivity is the norm

Function as a leader to the team

• Serve the team as you would serve a customer

• Utilize a 'team first' mentality in every aspect of your daily activities and in every decision made

Ensure quality and consistency amongst staff

• Ensure proper utilization of systems

• Maintain consistency through a complete understanding of products, policies and procedures

• Evaluate staff through quality monitoring with cycle call evaluations

Maintain strong relationships with decision makers and leaders in various departments to produce results that benefit our customers and team

• Respond to staff inquiries on business systems software problems, making sure leadership is aware of any trending issues

• Partner with IT to resolve system problems

• Notify stakeholders when it impacts staff or our customers

• Find the balance between courage and directness with empathy and respect across all modes of communication

• Demand results while maintaining trust and respect with all individuals

Build team to function with increasing independence

• Push decision making to the lowest possible level

• Empower team to make decisions in the best interest of the patient, provider and Starkey

• Build lasting capability instead of simply solving problems

• Utilize the talents of individuals to benefit the team

• Leverage the unique skillsets of individuals to encourage individual growth while improving the impact and overall service of the team

Back-up to Caring Center Teams

• 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)

• Bachelor's Degree preferred or equivalent business experience

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

• At least two years of Starkey experience or three years of Lead, Supervisor, or Manager experience

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 (List additional competencies, skills, and abilities to be successful in the job, i.e., Ability

• to communicate details and requests with professionalism and accuracy)

• 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 necessary

• 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

The annual salary for this position is between $60,000-$62,000 / 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.

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