Sonova Group

Customer Support Specialist

Sonova Group

full-time

Posted on:

Location Type: Remote

Location: Remote • Illinois • 🇺🇸 United States

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Salary

💰 $20 - $25 per hour

Job Level

JuniorMid-Level

Tech Stack

SFDC

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
  • 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

Requirements

  • 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
  • Conversational Spanish preferred
  • 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, 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
B2B Customer ServiceB2C Customer ServiceSAPSalesforce.comMicrosoft ExcelMicrosoft OutlookMicrosoft TeamsMicrosoft WordMicrosoft PowerPointinternet connectivity
Soft skills
effective communicationactive listeningempathyattention to detailinterpersonal skillsproblem-solvingcustomer serviceurgencycross-functional collaborationKPI achievement