Customer Support Specialist | Remote | 10:30am-7pm CST

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.

• 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

• 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;  experience a plus
• Intermediate skills with Microsoft Excel, Outlook, Teams, Word, Power Point
• Conversational Spanish preferred

A minimum of 200

Mb/sec download and 10

Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
• Tele Health 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

This role’s pay range is between $20 to $25 an hour. This role is also bonus eligible.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. 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.