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

Sonova Group; Aurora (IL); Hybrid; USD 28,000 - 34,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Paid time off and holidays

Paid parental bonding leave

Hearing aid discount for employees and

Job summary

Sonova is seeking a Customer Support Specialist to join a remote US team, with schedules 10:30am–7pm CST, supporting sales through multi-channel customer contact and helping maintain service excellence.

Responsibilities include handling inquiries via phone/email, resolving issues, and collaborating across teams to meet KPIs. SAP, Salesforce, and MS Office experience are preferred; Spanish is a plus.

Qualifications

• High school diploma or equivalent; some college preferred.
• Minimum 2 years’ B2B Customer Service or 3 years’ B2C Customer Service experience.
• Effective written and verbal communication; strong active listening skills.
• 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 300Mb/sec download and 20Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

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 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.

Skills

Effective communication

Active listening

Empathy

Attention to detail

Interpersonal savvy

Conversational Spanish

Education

High school diploma or equivalent

Tools

SAP

Salesforce.com

Microsoft Excel

Outlook

Teams

Word

PowerPoint

Job description

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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.

Remote, United States

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

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 300Mb/sec download and 20Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

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
• Hearing aid discount for employees and family
• Internal social recognition platform
• 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.