Customer Support Specialist

4 days ago


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

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 Summary

We 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.
Requirements
  • 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.
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 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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