Customer Service Rep

ReSound; United States; Hybrid; USD 64,471,680 - 72,351,552; Full time

Benefits offered by this job

PTO & Paid Holidays

401k with Company match

Paid Parental Leave & Transition Back

Company HSA Contributions

Discounted GN Group products

Job summary

GN ReSound is seeking a Customer Service Representativ e to be the primary contact for customers, delivering exceptional support for hearing solutions. You will respond to inquiries, resolve product and order issues, process requests accurately, and ensure a positive experience across interactions.

The role includes five days of onsite training (about eight weeks) and then transitions to a hybrid schedule with three onsite days and remote Mondays and Fridays.

Qualifications

• Minimum education with a 2 years degree or 3 years of relevant experience.
• Minimum of 1 year of technical support experience, ideally in telecom/high-tech/video/consumer electronics.
• Experience with cell phones, apps and Bluetooth technology is a plus.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Resolve product and order-related issues with accurate processing.
• Provide technical troubleshooting and high-level customer service.
• Identify recurring issues and suggest process improvements.
• Educate customers to maximize product usage.

Skills

Technical troubleshooting

Customer service

Education

2-year degree or 3 years experience

Job description

Position Overview

The Customer Service Representative serves as a primary point of contact for customers, providing exceptional service and support related to GN ReSound hearing solutions. This role is responsible for responding to customer inquiries, resolving product and order-related issues, processing requests accurately, and delivering a positive customer experience across every interaction.

Key Responsibilities

• Under general direction, works on assigned functional tasks
• Administer general business office activities
• Support customers across multiple hearing technology product lines while delivering a high level of customer service and technical troubleshooting.
• Troubleshoot technical issues and resolve customer inquiries through phone, email, and chat while meeting service and quality expectations.
• Assure customer focused delivery of product and technical support for products via phone, email and click to chat
• Identify recurring customer issues, provide feedback, and contribute to continuous process improvements that enhance the customer experience.
• Empower our customers to maximize the use of our products through education and awareness

Schedule & Training

• Full-time position supporting customers during the 10:00 AM - 7:00 PM CST shift (some flexibility may be available based on business needs).
• Initial training is conducted five days per week onsite and typically lasts approximately 8 weeks.
• Upon successful completion of training, employees transition to a hybrid schedule, working onsite three days per week and remotely on Mondays and Fridays.

Preferred Education/Experience

• Minimum education with a 2 years degree or 3 years of relevant experience
• Minimum of 1 year of technical support experience, ideally in the telecom, high-tech, video, or consumer electronics industries
• Experience with cell phones, apps, and Bluetooth technology a plus

About Us

GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.

What We Offer

• Generous Benefits including PTO and Paid Holidays
• 401k with Company match
• Paid Parental Leave & Transition Back to Work Benefits
• Company HSA Contributions
• Discounted GN Group products

We are committed to an inclusive recruitment process

GN welcomes applicants from all backgrounds and applicants will receive equal consideration for employment. We make life sound better by developing intelligent sound solutions that transform lives through the power of sound, enabling you to hear more, do more & be more than you ever thought possible. Our integrated headset and communications solutions assist professionals in all types of businesses in being more productive. Our wireless headsets are designed to fit any lifestyle - from sports enthusiasts to commuters and office workers. GN operates in more than 90 countries across the world. Founded in 1869, GN has more than 7,000 employees today.

Pay Transparency Notice

Depending on your work location, the target annual salary for this position can range from $22.50 to $25.25 per hour. In addition, you may be eligible for a discretionary bonus. Compensation for roles at GN depend on a wide array of factors including but not limited to location, role, skill set, and level of experience. To remain competitive, GN offers a competitive benefits package, including annual bonuses, health insurance, a 401(k) plan, paid time off and paid holidays.