Customer Support Specialist

3 weeks ago

Garden City, United States Sonova USA, Inc. Full time

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.

Idaho, United States

Customer Support Specialist - Idaho

Sonova Values

At Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.

We Care -- We care for our employees, customers and consumers,as well as our shareholders and society.

We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.

We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.

We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.

We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place.

Boise, ID

Customer Support Specialist

Purpose of role:

Sonova USA is seeking a Customer Support Specialist who will provide telephone support and expertise to Sonova customers. This position will provide professional, solution-oriented communication to help our valued customers and deliver a high level of customer service that is associated with our brand.

Our Offer to You:

Improving the quality of life of millions of people suffering from hearing loss

A challenging and motivating assignment as part of a dynamic team

Modern mindset and processes, accommodating flexible working conditions

Opportunities for further responsibilities and support for further training and development

Sonova's outstanding opportunities and career growth

Main Tasks and Responsibilities:

Answer between 60-80 inbound calls on a daily basis

Support regional sales territory managers with administrative tasks

Assist with billing questions, pricing, and warranty inquiries

Assist with order status and tracking inquires

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 ales territory

Handle customer complaints with sense of urgency and see through to satisfactory resolution

Work cross functionally to ensure an effortless customer experience

Ability to consistently meet stated KPIs

All other duties as assigned

Education and Skillset

:

High school diploma or equivalent, some college preferred

Minimum 1 year customer service experience, 2+ years preferred

Effectively communicates via telephone

Displays empathy

Demonstrates steps of active listening

Attention to detail with every customer interaction

Ability to collaborate effective within a team setting

Strong typing, analytical and computer skills

Strong verbal communicator

Technical aptitude to learn large product portfolio

Strong proficiency with computer, Microsoft Applications, and web interface

SAP and Salesforce experience a plus

Don't meet all the criteria? If you're willing to go allin and learn we'd love to hear from you

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 contact

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

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