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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