Sonova Group · 2 days ago
Customer Support Specialist | M-F 10:30am-7pm
Aurora, IL
Full-time
Onsite
Entry, Mid Level
$20/hr - $26/hr
2+ years expSonova Group is a leading provider of innovative hearing care solutions, dedicated to helping people enjoy the delight of hearing. The Customer Support Specialist role involves serving customers through various channels, resolving issues, and ensuring a seamless customer experience while meeting key performance indicators.
Medical Device
Responsibilities
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)
Qualification
Required
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
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
Manufacturing experience
Conversational Spanish
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
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
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
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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