Remote Customer Support & Success Specialist

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

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.