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Customer Support Coordinator

2 months ago

Remote, Oregon, United States Jabra Hearing Full time

Hi, we're Jabra Hearing.

We're on a mission to empower tens of millions of people to hear better through convenient, personalized hearing care — at a fraction of the cost thanks to telemedicine. In three years, we went from a scrappy startup to a leader in the direct-to-consumer hearing care space with the backing of our parent company GN, a global pioneer in intelligent audio solutions, to prove it. We partnered with Jabra (also in the GN Family) to create the Jabra Enhance online hearing business. Leveraging GN's expertise and Jabra's pioneering audio engineering helps us make our hearing care even more accessible and affordable.

About us.

We're a data-thirsty, outcomes-driven group that cares as deeply about our employees as we do our customers. We're led by a diverse crew of enormously talented thinkers, creators, and doers who are as collaborative as they are compassionate (and passionate). The team at Jabra Hearing includes actors, sommeliers, top-chefs, dancers, black belts, filmmakers and countless four-legged furry sidekicks.


About the role.

As a remote Customer Support Coordinator at Jabra Hearing you will be at the heart of making our mission to help people hear better a reality. You will assist our customers with friendly efficiency, showing them that we are a dedicated group of individuals invested in their experience. You will represent and be a voice of the customer care we are known for. You will be responsible for triaging our support channels, completing administrative and scheduling requests, and transferring other work to the appropriate teams or parties. The Customer Support Coordinator will report directly to a Customer Experience Manager.

What you'll do.

  • Act as a first touchpoint for our customers, answering inbound questions and inquiries via phone, live chat, SMS, and email
  • Assist customers by processing administrative requests, such as ordering additional supplies, creating and uploading documents, and more
  • Assist customers in troubleshooting by having a basic understanding of Jabra Hearing products
  • Promptly recognize the customers' needs and route calls to the appropriate ring groups
  • Provide shipping and order statuses, and process order updates
  • Schedule and reschedule customer appointments
  • Process order cancellations, returns, and warranties
  • Comply with our verification and complaint-handling procedures
  • Document all call information according to standard operating procedures
  • Act as an ambassador of the Jabra Hearing culture by embodying our values in each internal and external interaction
  • Other duties as assigned

What you'll bring.

  • 1+ years of previous experience working in a high-volume call center; remote customer support is highly preferred
  • Intermediate to advanced computer and typing skill proficiency
  • Familiarity working with support software, particularly Salesforce and Google Suite
  • Strong written communication skills; ability to read and write English effectively to assist customers via cases, real-time chats, and emails
  • Strong verbal communication skills; ability to speak and comprehend English effectively to assist customers via phone and video calls
  • Ability to communicate complex information in a clear, friendly and professional manner
  • Comfort working independently in a high-demand, high-touch support environment

A sneak peek at our benefits.

  • You're worth it Our compensation is competitive ($20.00 to $24.00 per hour), and our 401k plan includes a 4% match.
  • Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.
  • Fill that well Whether you check out America's natural treasures or just relax at home, enjoy your paid time off (employees can accrue up to 15 days of vacation time, approx. 8 days of sick & safe time, and are eligible for up to 9 company holidays annually). We encourage time off.
  • Be well Jabra Hearing offers a monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits.

GN Consumer Hearing Corporation dba Jabra Hearing is an equal opportunity employer and participates in E-Verify. If you receive an offer of employment from Jabra Hearing, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with Jabra Hearing.

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