Customer Support Coordinator

About the role

As a remote Customer Support Coordinator at Jabra Hearing, you’ll play a pivotal role in our mission to empower people with hearing loss to connect with their world. You will provide efficient and friendly assistance to our customers in an omnichannel support environment, with a heavy focus on phone calls while also responding to emails, customer tasks, live chats, and other channels.

Serving as a representative of our best-in-class customer care team, you ll triage support channels, handle administrative tasks, and ensure seamless coordination with other teams by utilizing multiple software systems. The Customer Support Coordinator reports directly to a Customer Experience Manager on a full-time basis.

What you’ll do

• Complete inbound work in an omnichannel support environment, with a focus on phone calls but also including emails, customer tasks, live chats, and other channels
• Independently complete administrative tasks according to standard operating procedures, including: scheduling and rescheduling customer appointments; processing order cancellations, returns, and warranties; providing customers with shipping and order statuses; placing orders for additional supplies
• Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers
• Properly address and route customers’ support needs, including complaints, leveraging a proficient and current understanding of Jabra Hearing services
• Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance
• Ensure our customers’ privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements
• Act as an ambassador of the Jabra Hearing culture by embodying our values in each internal and external interaction
• Other duties as assigned

What you ll bring

• 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support
• Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions
• Intermediate to advanced computer skill proficiency and familiarity working with support software;
  Salesforce experience a plus
• Comfort working independently and efficiently in a fast-paced, high-touch support environment
• Strong written and verbal communication skills delivered with a friendly and professional tone; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails; proficiency in Spanish is preferred
• A remote workspace that adheres to the company’s Home Office Requirements: reliable broadband or high-speed internet connection capable of adequately conducting audio and video conference calls (Wi-Fi 6 or Wi-Fi 7 as current standard); a quiet and private space appropriate for confidential calls and other communications

Work Schedule

• This role operates on a 4x10 schedule format, consisting of four 10-hour shifts per week
• Shifts are scheduled Monday through Saturday, between 8 AM and 8 PM Eastern Time, with typical start times ranging from 8 AM to 10 AM ET
• Sundays are a consistent day off as our support team is closed
• You will have three days off per week, with at least two of these days being consecutive
• During the initial 2-3 weeks of onboarding and training, new hires will follow a Monday-Friday schedule, working five 8-hour days from 10 AM to 6 PM ET to align with our established training schedule

A sneak peek at our benefits

• You  worth it. Our compensation is competitive ($20.00 to $24.00 per hour), and our 401k plan includes a 4% match.
• Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance, plus basic life and disability insurance, and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.
• Rest and recharge. Whether you check out America  natural treasures or just relax at home, enjoy your paid time off (employees can accrue up to 15 days of…