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
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 Group is a global healthcare company specializing in hearing care solutions and audio technology. The company develops and distributes hearing aids and related products to support individuals with hearing loss. Sonova operates through a customer-focused service model that includes customer support, sales, and wholesale operations. The company offers comprehensive employee benefits and emphasizes internal career growth opportunities.
