Customer Experience Specialist

4 days ago

Aurora, Illinois, United States Sonova USA, Inc. Full time
About Sonova USA, Inc.

We are a leading provider of innovative hearing care solutions, dedicated to bringing sound to life for millions of people around the world. Our mission is to create a world where everyone can enjoy life's unforgettable moments, and we're looking for talented individuals to join our team.

Job Title: Customer Experience Specialist - Escalation Management

We are seeking a highly skilled Customer Experience Specialist to join our team in Aurora, IL. As a key member of our customer support team, you will be responsible for resolving complex customer issues and providing exceptional customer experience.

Key Responsibilities:
  • Manage escalated customer issues related to orders, service delivery, and critical customer concerns.
  • Conduct thorough investigations into escalated matters, identifying root causes and implementing effective solutions.
  • Maintain clear, timely communication with customers to ensure their concerns are fully resolved and the escalation loop is closed.
  • Collaborate with internal teams, including Operations, Sales, and Customer Support, to coordinate solutions for escalated issues.
  • Track and monitor key performance indicators (KPIs) such as resolution time, customer satisfaction (CSAT), and first contact resolution (FCR).
  • Accurately document escalated issues and resolutions, providing regular reports and insights on trends and areas for improvement.
  • Identify recurring customer issues and suggest process improvements to reduce escalations and enhance customer experience.
  • Handle urgent and high-priority escalations with a sense of urgency, ensuring timely and satisfactory resolution.
  • Develop and share best practices for resolution management to ensure consistent and high-quality service delivery.
  • Proactively drive customer satisfaction by ensuring escalations are handled with the utmost care and attention.
  • Provide feedback to leadership on patterns and trends in escalations, contributing to strategic decision-making.
  • Maintain up-to-date expertise in products and services to provide accurate, effective customer solutions.
Requirements:
  • Bachelor's Degree or 5 equivalent years of experience in Customer Support, Account Management or Order Management.
  • 5-7 years of experience in customer support, escalation management, or customer experience roles, with a demonstrated ability to resolve complex issues and improve customer satisfaction.
  • 2+ years SAP or other ERP experience.
  • Knowledge and Expertise of Production, Distribution and Transportation.
  • Driven, self-motivated, and results-oriented.
  • Skilled at managing difficult or emotionally charged customer situations, demonstrating patience, empathy, and a commitment to finding mutually beneficial solutions.
  • Strong ability to manage multiple priorities, urgent issues, and time-sensitive escalations while maintaining attention to detail.
  • Ability to identify process gaps, recommend improvements, and drive long-term solutions for reducing escalations.
  • Proven ability to lead cross-functional efforts, working effectively with other departments (Operations, Sales, etc.) to resolve escalated issues without direct authority.
  • Problem analysis and resolution skills.
  • Strong written/verbal communication, organizational, and planning skills.
  • Demonstrated ability to adjust priorities and manage time in a fast-paced environment.
  • Excellent interpersonal skills with an ability to build and maintain relationships.
  • Customer-oriented team player.
  • Excellent computer skills.
  • Expert with Microsoft Applications, and web interface.
  • SAP, BI and Salesforce, or equivalent systems.
What We Offer:
  • 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.
  • 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.
  • D&I focused: D&I council and employee resource groups.

We are an equal opportunity employer and welcome applications from diverse candidates. If you're passionate about delivering exceptional customer experience and have the skills and expertise to excel in this role, we encourage you to apply.

  • Customer Experience Resolution Specialist

    1 week ago

    Aurora, Illinois, United States Sonova AG Full time

    Job Title: Customer Experience SpecialistAt Sonova AG, we are seeking a highly skilled Customer Experience Specialist to join our team. As a key member of our customer support team, you will be responsible for resolving escalated customer issues related to orders, service delivery, and critical customer concerns.Main Responsibilities:Investigate and resolve...

  • Customer Experience Associate

    6 days ago

    Aurora, Illinois, United States Best Buy Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Specialist. As a key member of our sales floor team, you will be responsible for providing exceptional customer service and ensuring a seamless shopping experience for our customers.Key ResponsibilitiesProvide personalized product...

  • Senior Manager, Customer Experience Specialist

    4 weeks ago

    Aurora, Illinois, United States Sonova AG Full time

    About the RoleThe Senior Manager of Customer Experience is a key leadership position responsible for overseeing the delivery of exceptional customer service and support. This role is critical in driving customer satisfaction, loyalty, and retention.Key ResponsibilitiesLead a team of customer support professionals to ensure timely and effective resolution of...

  • Senior Manager, Customer Experience Specialist

    3 weeks ago

    Aurora, Illinois, United States Sonova AG Full time

    About the RoleThe Senior Manager of Customer Experience is a key leadership position responsible for overseeing the delivery of exceptional customer service and support. This role is critical in driving customer satisfaction, loyalty, and retention.Key ResponsibilitiesLead a team of customer support professionals to ensure timely and effective resolution of...

  • Sales Associate

    4 weeks ago

    Aurora, Illinois, United States Carter's Full time

    About the RoleCarter's is seeking a highly motivated and customer-focused Sales Associate to join our team. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a positive store environment, and driving sales growth.Key ResponsibilitiesCustomer Focus:Proactively assist customers with their shopping needs,...

  • Sales Associate

    3 weeks ago

    Aurora, Illinois, United States Carter'sOshKosh Full time

    About Carter's/OshKoshCarter's, Inc. is a leading marketer of apparel exclusively for babies and young children. The company owns the Carter's and OshKosh B'gosh brands, two of the most recognized brands in the marketplace.Job SummaryThe Sales Associate (SA) is responsible for creating a positive store environment by interacting with customers and employees....

  • Sales Associate

    4 weeks ago

    Aurora, Illinois, United States Carter's Full time

    Job SummaryCarter's is seeking a highly motivated and customer-focused Sales Associate to join our team. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a visually appealing store environment, and driving sales growth.Key ResponsibilitiesCustomer Focus:Engage with customers to understand their needs and...

  • Sales Associate

    3 weeks ago

    Aurora, Illinois, United States Carter's Full time

    Job SummaryCarter's is seeking a highly motivated and customer-focused Sales Associate to join our team. As a Sales Associate, you will be responsible for providing exceptional customer service, maintaining a positive store environment, and executing operational activities to drive sales and growth.Key ResponsibilitiesCustomer Focus:Proactively assist...

  • Senior Manager, Customer Experience

    7 days ago

    Aurora, Illinois, United States Sonova USA, Inc. Full time

    About Sonova USA, Inc.Sonova USA, Inc. is a leading provider of innovative hearing care solutions. We are a team on a mission to help people enjoy the delight of hearing.Job Title: Senior Manager, Customer ExperienceWe are seeking a highly skilled and experienced Senior Manager, Customer Experience to join our team. As a Senior Manager, Customer Experience,...

  • Senior Manager of Customer Experience

    7 days ago

    Aurora, Illinois, United States Sonova AG Full time

    About the RoleAurora, Illinois United States - Hybrid in office Wednesdays and ThursdaysAs a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing.The Senior Manager of Customer Experience is responsible for direct management of premier...

  • Senior Manager, Customer Experience Leader

    4 weeks ago

    Aurora, Illinois, United States Sonova AG Full time

    About the RoleWe are seeking a highly skilled Senior Manager, Customer Experience to join our team at Sonova AG. As a key member of our organization, you will be responsible for leading our customer experience initiatives and driving business growth through exceptional customer service.Key ResponsibilitiesCustomer Experience Leadership: Provide strategic...

  • Customer Support and Self-Service Specialist

    5 days ago

    Aurora, Illinois, United States Workoo Technologies Full time

    About the JobCustomer Support and Self-Service SpecialistKey ResponsibilitiesActs as the first point of contact for customer inquiries, providing detailed information on available services that align with customer requirements, and supporting the customer in making informed decisions.Analyzes customer needs and makes referrals based on specific trip...

  • Customer Service Representative

    3 weeks ago

    Aurora, Illinois, United States R1 RCM Full time

    {"title": "Patient Registration Specialist", "content": "Join Our Team as a Patient Registration SpecialistWe are seeking a highly skilled and compassionate Patient Registration Specialist to join our team at R1 RCM Inc. As a Patient Registration Specialist, you will play a critical role in ensuring the smooth registration process for our patients, providing...

  • Customer Service Representative

    3 weeks ago

    Aurora, Illinois, United States H.B. Fuller Full time

    Customer Service Specialist IIIH.B. Fuller is seeking a highly skilled Customer Service Specialist III to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service, managing customer relationships, and ensuring timely and accurate order fulfillment.Key Responsibilities:Customer Management:...

  • Regional Customer Support Manager

    4 days ago

    Aurora, Illinois, United States Sonova USA, Inc. Full time

    About the RoleWe are seeking a highly skilled and experienced Regional Customer Support Manager to join our team at Sonova USA, Inc. As a key member of our Customer Support Organization, you will be responsible for leading a team of customer support specialists and ensuring timely and accurate resolution of customer inquiries and concerns.Key...

  • Customer Service Representative

    4 weeks ago

    Aurora, Illinois, United States H.B. Fuller Full time

    About the Role:H.B. Fuller is seeking a highly skilled Customer Service Specialist to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional customer service and support to our valued customers.Key Responsibilities:Customer Management: Serve as the single-point-of-contact for assigned customers, ensuring...

  • Customer Service Representative

    3 weeks ago

    Aurora, Illinois, United States Versiti Inc. Full time

    {"h1": "Donor Recruitment Specialist", "p": "At Versiti Inc., we are passionate about improving the lives of patients and helping our healthcare partners thrive. As a Donor Recruitment Specialist, you will play a critical role in creating an exceptional donor experience through assigned outbound call activity for any of our sites as well as other...

  • Customer Quality Specialist

    3 days ago

    Aurora, Illinois, United States Entegris Full time

    Customer Quality Co-Op OpportunityAt Entegris, we are seeking a highly motivated and detail-oriented Customer Quality Co-Op to join our team for the Spring 2025 season. This 6-month assignment will provide a unique opportunity to gain hands-on experience in a dynamic and fast-paced environment.Key Responsibilities:Interface with production data to support...

  • Delivery Specialist

    7 days ago

    Aurora, Illinois, United States Premier Rental Purchase of Aurora Full time

    Job Title: Delivery SpecialistAt Premier Rental-Purchase of Aurora, we are seeking a highly skilled and detail-oriented Delivery Specialist to join our team. As a key member of our operations team, you will be responsible for ensuring timely and professional delivery of merchandise to our customers.Key Responsibilities:Deliver merchandise to customers in a...

  • Staffing Specialist

    1 week ago

    Aurora, Illinois, United States ASG Staffing - Illinois Full time

    Job OpportunityAurora-based ASG Staffing - Illinois is seeking a skilled Staffing Specialist to join our team. As a Staffing Specialist, you will be responsible for recruiting and matching candidates with our clients' job openings.Key ResponsibilitiesProvide exceptional customer service to applicants and clientsRecruit skilled workers and onboard new...