Customer Support Specialist | Remote | 10:30am-7pm CST

Who we are At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them. Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters. 165021 Customer Support Specialist Aurora, IL | Remote | 10:30am-7pm CST The Customer Support Specialist (CSS) is responsible for supporting the sales efforts of the company through customer contact via a variety of support mediums. The CSS is the backbone of the Customer Success infrastructure, creating a hallmark of excellence by providing both exceptional service and proactive interdepartmental support, while continually challenging themselves to maximize efficiency. 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 More about you: 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. Don’t meet all the criteria? If you’re willing to go all in and learn, we’d love to hear from you! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon, or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone, please contact [email protected] What we offer: 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 This role's pay range is between $20 to $25 an hour. This role is also bonus eligible. Sonova is an equal opportunity employer We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.