Remote Customer Support Specialist — Impact & Growth

Sonova Group; United States; Remote; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k plan with company match

Paid time off and holidays

Hearing aid discount for employees and

Job summary

Sonova is seeking a Customer Support Specialist to join the remote team in the United States. You will support sales efforts through customer contact across multiple channels and act as the backbone of the Customer Success infrastructure, delivering exceptional service while coordinating with internal teams.

Ideal candidates have 2+ years B2B or 3+ years B2C customer service, strong communication, and SAP/Salesforce proficiency, plus Excel skills.

Qualifications

• 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
• At least 2 years SAP experience; Salesforce.com experience a plus

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
• 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

Communication skills

Empathy

Active listening

Interpersonal savvy

Spanish (Conversational)

SAP experience

Salesforce.com experience

Microsoft Excel

Education

High school diploma or equivalent

Tools

SAP

Salesforce.com

Microsoft Excel

Job description

Sonova is seeking a Customer Support Specialist to join the remote team in the United States. You will support sales efforts through customer contact across multiple channels and act as the backbone of the Customer Success infrastructure, delivering exceptional service while coordinating with internal teams.

Ideal candidates have 2+ years B2B or 3+ years B2C customer service, strong communication, and SAP/Salesforce proficiency, plus Excel skills.