Customer Support Specialist

Who we are

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, each of us playing a vital role in creating meaningful change,

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. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Aurora (IL), United States

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Customer Support Specialist

Aurora, IL

Customer Support Specialist

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.
• At least 2 years SAP 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 allin 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 rate : $20 to $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.

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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.

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