[Remote-Position] Customer Support Specialist | Hybrid | 10:30am

Your next career move could be with workwarp as a Customer Support Specialist | Hybrid | 10:30am! Join our team in the heart of Remote and enjoy a dynamic work environment. This position requires a strong and diverse skillset in relevant areas to drive success. The salary for this position is set at a competitive salary.

Â

Â

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.
,
• Maintain a high inbound call answer rate (75-80 calls a day avg).
,
• Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable.
,
• Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support).
,
• Investigate and resolve problems related to the shipment of products, returns, credits, and orders.
,
• Communicate company policies and pricing per price and policy guide.
,
• Assist with billing questions, pricing, and warranty inquiries.
,
• Assist with order status and tracking inquiries.
,
• Assist with backorder management for sales territory.
,
• Assist with web services and case management for sales territory.
,
• Handle customer complaints with urgency and ensure satisfactory resolution.
,
• Work cross-functionally to ensure an effortless customer experience.
,
• 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.
,
• Manufacturing experience is a plus.
,
• SAP experience is a plus.
,
• Order management experience.
,
• Effective written and verbal communication skills.
,
• Ability to adapt to a variety of situations.
,
• Strong typing proficiency and computer skills.
,
• 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
,
• 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)
,
• Accident/Hospital Indemnity coverage
,
• Legal/ID Theft Assistance
,
• PTO, 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 Apply Job!

Â

Don't Hesitate, Apply!

Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today!

Apply To This Job