Customer Support Specialist | Hybrid | 10:30am
About the position
The Customer Support Specialist (CSS) at Sonova plays a crucial role in supporting the company's sales efforts by providing exceptional service to customers through various communication channels. This position is integral to the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.
Responsibilities
Ā Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles.
,
Ā Maintain a high inbound call answer rate (75-80 calls a day avg).
,
Ā Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable.
,
Ā Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support).
,
Ā Investigate and resolve problems related to the shipment of products, returns, credits, and orders.
,
Ā Communicate company policies and pricing per price and policy guide.
,
Ā Assist with billing questions, pricing, and warranty inquiries.
,
Ā Assist with order status and tracking inquiries.
,
Ā Assist with backorder management for sales territory.
,
Ā Assist with web services and case management for sales territory.
,
Ā Handle customer complaints with urgency and ensure satisfactory resolution.
,
Ā Work cross-functionally to ensure an effortless customer experience.
,
Ā Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations.
Requirements
Ā Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience.
,
Ā Manufacturing experience is a plus.
,
Ā SAP experience is a plus.
,
Ā Order management experience.
,
Ā Effective written and verbal communication skills.
,
Ā Ability to adapt to a variety of situations.
,
Ā Strong typing proficiency and computer skills.
,
Ā Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.
Nice-to-haves
Ā Willingness to learn and adapt to new challenges.
Benefits
Ā Medical, dental and vision coverage
,
Ā Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
,
Ā TeleHealth options
,
Ā 401k plan with company match
,
Ā Company paid life/ad&d insurance
,
Ā Additional supplemental life/ad&d coverage available
,
Ā Company paid Short/Long-Term Disability coverage (STD/LTD)
,
Ā Accident/Hospital Indemnity coverage
,
Ā Legal/ID Theft Assistance
,
Ā PTO, floating Diversity Day, & paid holidays
,
Ā Paid parental bonding leave
,
Ā Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
,
Ā Robust Internal Career Growth opportunities
,
Ā Tuition reimbursement
,
Ā Hearing aid discount for employees and family
,
Ā Internal social recognition platform
Apply Now
The Customer Support Specialist (CSS) at Sonova plays a crucial role in supporting the company's sales efforts by providing exceptional service to customers through various communication channels. This position is integral to the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.
Responsibilities
Ā Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles.
,
Ā Maintain a high inbound call answer rate (75-80 calls a day avg).
,
Ā Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable.
,
Ā Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support).
,
Ā Investigate and resolve problems related to the shipment of products, returns, credits, and orders.
,
Ā Communicate company policies and pricing per price and policy guide.
,
Ā Assist with billing questions, pricing, and warranty inquiries.
,
Ā Assist with order status and tracking inquiries.
,
Ā Assist with backorder management for sales territory.
,
Ā Assist with web services and case management for sales territory.
,
Ā Handle customer complaints with urgency and ensure satisfactory resolution.
,
Ā Work cross-functionally to ensure an effortless customer experience.
,
Ā Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations.
Requirements
Ā Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience.
,
Ā Manufacturing experience is a plus.
,
Ā SAP experience is a plus.
,
Ā Order management experience.
,
Ā Effective written and verbal communication skills.
,
Ā Ability to adapt to a variety of situations.
,
Ā Strong typing proficiency and computer skills.
,
Ā Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.
Nice-to-haves
Ā Willingness to learn and adapt to new challenges.
Benefits
Ā Medical, dental and vision coverage
,
Ā Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
,
Ā TeleHealth options
,
Ā 401k plan with company match
,
Ā Company paid life/ad&d insurance
,
Ā Additional supplemental life/ad&d coverage available
,
Ā Company paid Short/Long-Term Disability coverage (STD/LTD)
,
Ā Accident/Hospital Indemnity coverage
,
Ā Legal/ID Theft Assistance
,
Ā PTO, floating Diversity Day, & paid holidays
,
Ā Paid parental bonding leave
,
Ā Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
,
Ā Robust Internal Career Growth opportunities
,
Ā Tuition reimbursement
,
Ā Hearing aid discount for employees and family
,
Ā Internal social recognition platform
Apply Now