Customer Support Specialist

Customer Support Specialist

Aurora, IL | Remote

The Customer Support Specialist (CSS) is responsible for supporting the sales efforts of the company through customer contact via a variety of support mediums. The CSS is the backbone of the Customer Success infrastructure, creating a hallmark of excellence by providing both exceptional service and proactive interdepartmental support, while continually challenging themselves to maximize efficiency.

Responsibilities:

Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles

Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems

Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support, etc.) when applicable

Investigate and resolve problems related to the shipment of product, returns, credits, and orders

Handle customer complaints with a sense of urgency and see through to satisfactory resolution

Work cross functionally to ensure an effortless customer experience

Ability to consistently meet stated KPIs

More about you:

Minimum 2 years’ B2B Customer Service OR 3 years’ B2C Customer Service experience

High school diploma or equivalent; some college preferred

Effective written and verbal communication; strong active listening skills

Displays empathy, attention to detail, and interpersonal savvy

At least 2 years SAP experience; Salesforce.com experience a plus

Intermediate skills with Microsoft Excel, Outlook, Teams, Word, PowerPoint

Conversational Spanish preferred

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova. Don’t meet all the criteria? If you’re willing to go all in and learn, we’d love to hear from you! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered.Sonova does not recruit via app, telegram, carrier pigeon, or any other format that does not include speaking with an actual human.If you are offered a job without speaking with someone, please contact wholesale.HR@sonova.com

What we offer:

Medical, dental and vision coverage*

Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts

TeleHealth options

401k plan with company match*

Company paid life/ad&d insurance

Short/Long-Term Disability coverage (STD/LTD)

PTO, floating Diversity Day & paid holidays*

Paid parental bonding leave

Employee Assistance Program (24/7 mental health support hotline)

Robust Internal Career Growth opportunities

Tuition reimbursement

Hearing aid discount for employees and family

Internal social recognition platform

*Plan rules/offerings dependent upon group Company/location

This role's pay range is between $20 to $25 an hour. This role is also bonus eligible.