Customer Support Specialist | Hybrid | 10:30am
About the position
The Customer Support Specialist (CSS) at Sonova plays a crucial role in supporting the company's sales efforts by providing exceptional service to customers through various communication channels. This position is integral to the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.
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.
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Maintain a high inbound call answer rate (75-80 calls a day avg).
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Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable.
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Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support).
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Investigate and resolve problems related to the shipment of products, returns, credits, and orders.
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Communicate company policies and pricing per price and policy guide.
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Assist with billing questions, pricing, and warranty inquiries.
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Assist with order status and tracking inquiries.
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Assist with backorder management for sales territory.
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Assist with web services and case management for sales territory.
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Handle customer complaints with urgency and ensure satisfactory resolution.
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Work cross-functionally to ensure an effortless customer experience.
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Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations.
Requirements
Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience.
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Manufacturing experience is a plus.
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SAP experience is a plus.
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Order management experience.
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Effective written and verbal communication skills.
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Ability to adapt to a variety of situations.
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Strong typing proficiency and computer skills.
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Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.
Nice-to-haves
Willingness to learn and adapt to new challenges.
Benefits
Medical, dental and vision coverage
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Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
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TeleHealth options
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401k plan with company match
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Company paid life/ad&d insurance
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Additional supplemental life/ad&d coverage available
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Company paid Short/Long-Term Disability coverage (STD/LTD)
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Accident/Hospital Indemnity coverage
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Legal/ID Theft Assistance
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PTO, floating Diversity Day, & paid holidays
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Paid parental bonding leave
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Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
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Robust Internal Career Growth opportunities
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Tuition reimbursement
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Hearing aid discount for employees and family
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Internal social recognition platform
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