Customer Support Specialist | Hybrid | 10:30am

About the position
The Customer Support Specialist (CSS) at Sonova plays a crucial role in supporting the company's sales efforts by providing exceptional service to customers through various communication channels. This position is integral to the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.
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.
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? Maintain a high inbound call answer rate (75-80 calls a day avg).
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? Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems when applicable.
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? Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support).
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? Investigate and resolve problems related to the shipment of products, returns, credits, and orders.
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? Communicate company policies and pricing per price and policy guide.
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? Assist with billing questions, pricing, and warranty inquiries.
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? Assist with order status and tracking inquiries.
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? Assist with backorder management for sales territory.
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? Assist with web services and case management for sales territory.
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? Handle customer complaints with urgency and ensure satisfactory resolution.
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? Work cross-functionally to ensure an effortless customer experience.
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? Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations.
Requirements
? Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience.
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? Manufacturing experience is a plus.
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? SAP experience is a plus.
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? Order management experience.
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? Effective written and verbal communication skills.
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? Ability to adapt to a variety of situations.
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? Strong typing proficiency and computer skills.
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? Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint.
Nice-to-haves
? Willingness to learn and adapt to new challenges.
Benefits
? Medical, dental and vision coverage
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? Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
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? TeleHealth options
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? 401k plan with company match
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? Company paid life/ad&d insurance
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? Additional supplemental life/ad&d coverage available
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? Company paid Short/Long-Term Disability coverage (STD/LTD)
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? Accident/Hospital Indemnity coverage
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? Legal/ID Theft Assistance
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? PTO, floating Diversity Day, & paid holidays
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? Paid parental bonding leave
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? Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
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? Robust Internal Career Growth opportunities
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? Tuition reimbursement
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? Hearing aid discount for employees and family
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? Internal social recognition platform