Customer Support Specialist | 10:30am to 7pm CST | Hybrid/Remote

Aurora, IL | Hybrid | United States | Open to remote for candidates outside of Illinois

Schedule:

Customer Support Specialist

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing.

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

More about the role:

• Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
• Maintain a high inbound call answer rate. (75-80 calls a day avg)
• 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 products, returns, credits, and orders
• Communicate company policies and pricing per price and policy guide
• Day to Day responsibilities could include:
• Answer a high volume of inbound calls on a daily basis (60+)
• Assist with billing questions, pricing, and warranty inquiries
• Assist with order status and tracking inquiries
• Assist with backorder management for sales territory
• Assist with web services
• Assist with case management for sales territory
• Assist with customer account and contact maintenance for sales territory.
• Handle customer complaints with sense of urgency and see through to a satisfactory resolution.
• Work cross-functionally to ensure an effortless customer experience.
• Ability to consistently meet stated KPIs.
• Compliance with all local, state, and federal laws and regulations.
• Complies with all Company policies, processes, and procedures.
• All other duties as assigned.

More about you:

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

• Manufacturing experience is a plus.

• SAP experience is a plus.
• Order management experience.
• Effective written and verbal communication
• Ability to adapt to a variety of situations

• Strong typing proficiency and computer skills
• Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you! 

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

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, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO, floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Tuition reimbursement
• Hearing aid discount for employees and family
• Internal social recognition platform
• D&I focused: D&I council and employee resource groups

*Plan rules/offerings dependent upon group Company/location.

Pay Range: $20-$26 an hour

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.