Customer Support Specialist

Aurora, IL | Hybrid | United States 

OPEN TO REMOTE

Schedule: 9:30am - 6pm CST

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.

• Must have 2 years …