Customer Support Specialist | M-F

Customer Support Specialist

Location:

Aurora, IL | On‑site | Monday‑Friday 10:30am‑7pm

At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection – from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We’re dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self‑motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work. Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others.

• Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests.
• Maintain a high inbound call answer rate (avg. 60‑80 calls per day).
• Investigate and resolve issues related to shipments, returns, credits, and orders.
• Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services.
• Handle customer complaints with urgency and ensure resolution.
• Maintain accurate customer accounts and records.
• Collaborate cross‑functionally to ensure a seamless customer experience.
• Consistently meet key performance indicators (KPIs).

• High school diploma or equivalent (some college preferred).
• 2+ years of B2B customer service or 3+ years of B2C customer service.
• SAP experience (minimum 2 years required).
• Proficiency in Microsoft Office Suite, Teams, and
• Strong written and verbal communication skills.
• Empathy, active listening, and attention to detail.
• Resilience, adaptability, and ability to manage ambiguity.
• Manufacturing experience and conversational Spanish are a plus.
• A minimum of 200 Mb/sec download and 10 Mb/sec upload 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!

• Medical, dental and vision coverage
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• Tele Health options
• 401(k) plan with company match
• Company‑paid life/AD&D insurance, additional supplemental coverage available
• Company‑paid Short/Long‑Term Disability coverage (STD/LTD), STD/LTD buy‑ups available
• Accident/Hospital Indemnity coverage
• Legal/ Assistance
• PTO (or sick and vacation time), floating Diversity Day, and 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
• DEI focused: DEI council and employee resource groups

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.

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.