Customer Support Specialist

2 days ago

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

💵 $20 - $25 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Sonova Group

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Healthcare • Biotechnology • Consumer Hearing

Sonova Group is a global leader in innovative hearing care solutions, providing a range of products including personal audio devices, hearing aids, cochlear implants, and audiological care services. Established in 1947 and headquartered in Stäfa, Switzerland, Sonova operates through multiple business units such as Hearing Instruments and Audiological Care, alongside well-known brands like Phonak and Unitron. With a presence in over 100 countries, Sonova is dedicated to improving the lives of those with hearing loss through advanced technology and comprehensive care.

10,000+ employees

Founded 1947

🧬 Biotechnology

📋 Description

• 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

🎯 Requirements

• 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 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

🏖️ Benefits

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