Customer Support Specialist | Remote | 10:30am-7pm CST (Remote, United States)

Role Summary

Customer Support Specialist

Aurora, IL | Remote | 10:30am-7pm CST

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

Requirements

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

Benefits

• 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