Customer Support Manager

1 week ago

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

We are seeking a highly skilled and experienced 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 professionals and ensuring timely and accurate resolution of customer inquiries and concerns.

The ideal candidate will have a proven track record of managing and motivating employees, as well as experience in a customer support environment or relevant work experience. You will be passionate about servicing customers and have a demonstrated ability to adjust priorities and manage time in a fast-paced environment.

Key Responsibilities
  • Lead the Customer Support team and ensure timely and accurate resolution of customer inquiries and concerns
  • Identify opportunities and execute change to develop a consistent, scalable, service model that is a sustainable competitive advantage for Phonak
  • Act as a resource to sales, training, workforce/quality management
  • Explore opportunities to improve capacity, utilization, and drive superior Customer Support
  • Improve performance by raising efficiency and exploring new technology and process improvements
  • Prepare reports and analyze call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Organize staff to support workforce management, customer call patterns, and new product introduction
  • Collaborate and support Trainers to ensure team members are thoroughly trained, up-to-date, and knowledgeable on all Phonak products, software, services, and competition
  • Work with Product Management
  • Handle escalated and complex customer inquiries/concerns
  • Manage, motivate, engage, and develop Service Team
  • Responsible for recruiting and hiring of new personnel
  • Collaborate with Customer Support management team to develop meaningful and actionable metrics enabling a continuous improvement environment
Requirements
  • High School diploma or equivalent work experience, Bachelor's Degree preferred
  • Minimum 2 years of management experience
  • Minimum 5 years' experience in a Customer Support environment or relevant work experience
  • 2 years of SAP or another ERP required, Sales experience a plus
  • Proven ability to manage and motivate employees
  • Passionate about servicing customers
  • Previous experience with Work Force Management system
  • Demonstrated ability to adjust priorities and manage time in a fast-paced environment
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 (or sick and vacation time), floating Diversity Day, and 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
About Sonova

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.

  • Customer Support Manager

    1 week ago

    Aurora, Illinois, United States Sonova AG Full time

    Job Title: Customer Support ManagerAt Sonova AG, we are seeking a highly skilled and experienced Customer Support Manager to join our team. As a key member of our Customer Support Organization, you will be responsible for leading a team of customer support professionals and ensuring timely and accurate resolution of customer inquiries and concerns.Key...

  • 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 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 professionals and ensuring timely and accurate resolution of customer inquiries and concerns.Key Responsibilities:Lead...

  • Customer Support Manager

    13 hours ago

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

    Job Title: Manager, Customer SupportWe are seeking a highly skilled and experienced Manager, Customer Support to join our team at Sonova USA, Inc. in Aurora, IL. As a key member of our Customer Support Organization, you will be responsible for leading a team of customer support professionals and ensuring timely and accurate resolution of customer inquiries...

  • Customer Support Manager

    3 days ago

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

    About the RoleWe are seeking a highly skilled and experienced 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 professionals and ensuring timely and accurate resolution of customer inquiries and concerns.Key Responsibilities:Lead...

  • Customer Support Manager

    3 days ago

    Aurora, Illinois, United States Sonova AG Full time

    Job Title: Customer Support ManagerAt Sonova AG, we are seeking a highly skilled Customer Support Manager to lead our Customer Support team. As a key member of our organization, you will be responsible for ensuring timely and accurate resolution of customer inquiries and concerns.Key Responsibilities:Lead the Customer Support team to deliver exceptional...

  • Regional Customer Support Manager

    1 week 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 professionals and ensuring timely and accurate resolution of customer inquiries and concerns.Key...

  • 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 Support and Self-Service Representative

    4 weeks ago

    Aurora, Illinois, United States Workoo Technologies Full time

    About the Job**Customer Support and Self-Service Representative**At Workoo Technologies, we are seeking a highly skilled and customer-focused individual to join our team as a Customer Support and Self-Service Representative. As a key member of our customer service team, you will be responsible for providing exceptional support to our customers, ensuring...

  • 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 Manager

    3 weeks ago

    Aurora, Illinois, United States OSI Group Full time

    {"title": "Customer Service Supervisor", "description": "Job SummaryAs a Customer Service Supervisor at OSI Industries, you will be responsible for managing the daily administration of customer service activities, including sales administration and support, customer orders and inquiries, and the processing of customer payments and credits associated with...

  • 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

    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 Success

    4 weeks ago

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

    About the RoleWe are seeking a highly skilled and experienced Senior Manager of Customer Experience to join our team at Sonova USA, Inc. As a key member of our organization, you will be responsible for leading our customer support team and developing strategies to drive customer satisfaction and loyalty.Key ResponsibilitiesLead and manage a team of customer...

  • 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...

  • 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 -...

  • 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...

  • Store Manager

    4 weeks ago

    Aurora, Illinois, United States VF Corporation Full time

    Job Summary:We are seeking a highly motivated and experienced Floor Supervisor to join our team at VF Corporation. As a key member of our store leadership team, you will play a critical role in driving sales growth and delivering exceptional customer experiences.Key Responsibilities:Assist in maximizing sales and achieving store target goals by leading an...

  • Customer Service Representative

    4 weeks ago

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

    Job SummaryH.B. Fuller is seeking a highly skilled Customer Service Representative 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 clients.Key ResponsibilitiesCustomer ManagementDevelop and maintain strong relationships with existing customers to ensure their...

  • Customer Service Representative

    4 weeks ago

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

    Job SummaryH.B. Fuller is seeking a highly skilled Customer Service Representative 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 clients.Key ResponsibilitiesCustomer ManagementDevelop and maintain strong relationships with customers to ensure their...