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GN Group · 2 weeks ago

Customer Support Coordinator

United States

Full-time

Remote

Entry Level

$20/hr - $24/hr

1+ years exp

GN Group is a global pioneer in intelligent audio solutions, and they are seeking a Remote Customer Support Coordinator to empower people with hearing loss. The role involves providing efficient and friendly personalized support through various digital channels, ensuring customers feel heard and cared for while adhering to company policies and procedures.

AudioConsumer ElectronicsElectrical DistributionElectronicsHealth CareManufacturingTelecommunicationsWireless

Responsibilities

Complete inbound work in an omnichannel support environment, with a focus on phone interactions while also supporting customers via email, live chat, and other digital channels to ensure a seamless and friendly experience

Independently complete administrative tasks according to standard operating procedures, always with a focus on accuracy and a positive customer experience

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

Guide customers with empathy and patience, 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 Jabra Hearing’s culture of empathy, accessibility, and innovation in every interaction

Other duties as assigned

Qualification

Customer support experienceSalesforceComputer proficiencyCommunication skillsEmpathyPatienceBilingual (Spanish)Team collaboration

Required

1+ years of experience in a customer-facing support role (such as healthcare, telehealth, or high-touch service)

Demonstrated ability to effectively resolve customer concerns with empathy, patience, and professionalism

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

A customer-first mindset. You enjoy building trust and making customers feel cared for

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. Current standard is Wi-Fi 6 (802.11ax) or Wi-Fi 7 (802.11be). A quiet and private space, appropriate for conducting confidential calls and other communications that reasonably eliminates the risk of being overheard, distracted, or interrupted

Preferred

Proficiency in Spanish is preferred

Benefits

401k plan includes a 4% match

Excellent medical, vision, and dental insurance

Basic life and disability insurance

12-weeks paid parental leave

Paid time off (employees can accrue up to 15 days of vacation time, approx. 8 days of sick & safe time, and are eligible for up to 9 company holidays annually)

Monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits