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. , • 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 when applicable. , • Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support). , • Investigate and resolve problems related to the shipment of products, returns, credits, and orders. , • Communicate company policies and pricing per price and policy guide. , • 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 and case management for sales territory. , • Handle customer complaints with urgency and ensure satisfactory resolution. , • Work cross-functionally to ensure an effortless customer experience. , • 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. , • Manufacturing experience is a plus. , • SAP experience is a plus. , • Order management experience. , • Effective written and verbal communication skills. , • 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. Nice-to-haves • Willingness to learn and adapt to new challenges. Benefits • 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) , • Accident/Hospital Indemnity coverage , • Legal/ID Theft Assistance , • PTO, floating Diversity Day, & paid holidays , • Paid parental bonding leave , • Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) , • Robust Internal Career Growth opportunities , • Tuition reimbursement , • Hearing aid discount for employees and family , • Internal social recognition platform Apply Job!