Sonova Group · 2 days ago
Customer Support Specialist | Monday - Friday 8am-5pm CST
United States
Full-time
Remote
Entry, Mid Level
$20/hr - $25/hr
2+ years expSonova Group is seeking a Customer Support Specialist who will be responsible for supporting the sales efforts of the company through various customer contact mediums. The role focuses on providing exceptional service, resolving customer inquiries, and ensuring a seamless customer experience.
Medical Device
Responsibilities
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
Qualification
Required
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; Salesforce.com experience a plus
Intermediate skills with Microsoft Excel, Outlook, Teams, Word, PowerPoint
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
Preferred
Conversational Spanish preferred
Benefits
Medical, dental and vision coverage
Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
TeleHealth 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
Company
Sonova Group
Around 25% of the world’s population is living with hearing loss.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Kimberly Cleary, Au.D.
Chief Operating Officer Sonova Audiological Care US
Rosalie Lewis
Sr. Manager, HR Business Partnership
Recent News
www.tradingview.com
2024-04-07
2024-04-07
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