Customer Support Specialist
Sonova Group
full-time
Posted on:
Location Type: Office
Location: Aurora • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $26 per hour
Job Level
JuniorMid-Level
Tech Stack
SFDC
About the role
- Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests.
- Maintain a high inbound call answer rate (avg. 60–80 calls per day).
- Investigate and resolve issues related to shipments, returns, credits, and orders.
- Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services.
- Handle customer complaints with urgency and ensure resolution.
- Maintain accurate customer accounts and records.
- Collaborate cross-functionally to ensure a seamless customer experience.
- Consistently meet key performance indicators (KPIs).
Requirements
- High school diploma or equivalent (some college preferred)
- 2+ years of B2B customer service or 3+ years of B2C customer service
- SAP experience (minimum 2 years required)
- Proficiency in Microsoft Office Suite, Teams, and Salesforce.com
- Strong written and verbal communication skills
- Empathy, active listening, and attention to detail
- Resilience, adaptability, and ability to manage ambiguity
- Manufacturing experience and conversational Spanish are a plus
- A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
Benefits
- 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 o Additional supplemental life/ad&d coverage available
- Company paid Short/Long-Term Disability coverage (STD/LTD)
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO (or sick and vacation time), 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B customer serviceB2C customer serviceSAPMicrosoft Office SuiteMicrosoft TeamsSalesforce.combillingorder managementreturns managementtracking
Soft skills
written communicationverbal communicationempathyactive listeningattention to detailresilienceadaptabilityproblem-solvingcustomer complaint resolutioncollaboration