Customer Support Specialist

at Phonak in Aurora, Illinois, United States

Job Description

Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life's unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.

Aurora (IL), United States

Customer Support Specialist

154538

Aurora, IL | Hybrid | United States

OPEN TO REMOTE

Schedule: 9:30am - 6pm CST

Customer Support Specialist

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing.

The Customer Support Specialist (CSS) is responsible for supporting the company's sales efforts through customer contact via various support mediums. The CSS is the backbone of the Customer Success infrastructure, creating a hallmark of excellence by providing exceptional service and proactive interdepartmental support, while continually challenging themselves to maximize efficiency.

More about the role:
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
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 products, returns, credits, and orders
Communicate company policies and pricing per price and policy guide
Day to Day responsibilities could include:
Answer a high volume of inbound calls on a daily basis (60+)
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
Assist with case management for sales territory
Assist with customer account and contact maintenance for sales territory.
Handle customer complaints with sense of urgency and see through to a satisfactory resolution.
Work cross-functionally to ensure an effortless customer experience.
Ability to consistently meet stated KPIs.
Compliance with all local, state, and federal laws and regulations.
Complies with all Company policies, processes, and procedures.
All other duties as assigned.
More about you:
Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience
Manufacturing experience is a plus.
Must have 2 years SAP experience
Effective written and verbal communication
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 as well as web interface

Don't meet all the criteria? If you're willing to go allin and learn we'd love to hear from you!
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered.Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contactwholesale.HR@Sonova.com

What we offer:
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)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft... For full info follow application link.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.