Customer Support Specialist
4 days ago
Sonova is a leading provider of innovative hearing care solutions. We are committed to helping people enjoy life's unforgettable moments by creating sense through sound.
Job SummaryWe are seeking a highly motivated and customer-focused Customer Support Specialist to join our team. As a key member of our customer success infrastructure, you will be responsible for providing exceptional service and proactive support to our customers via various channels.
Key Responsibilities- Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, and maintaining client databases.
- Maintain a high inbound call answer rate and resolve problems by clarifying issues, researching, and implementing solutions.
- Redirect complex or specialized concerns to the appropriate team for follow-up when applicable.
- Investigate and resolve problems related to product shipments, returns, credits, and orders.
- Communicate company policies and pricing to customers.
- Minimum 2 years' B2B Customer Service or minimum 3 years' B2C Customer Service experience.
- Manufacturing experience is a plus.
- At least 2 years' SAP 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.
- Medical, dental, and vision coverage.
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts.
- TeleHealth options.
- 401k plan with company match.
- Company-paid life and AD&D insurance.
- Additional supplemental life and AD&D coverage available.
- Company-paid Short and Long-Term Disability coverage (STD/LTD).
- STD LTD Buy-ups available.
- Accident/Hospital Indemnity coverage.
- Legal/ID Theft Assistance.
- PTO, 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.
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