Customer Support Coordinator

Hi, we're Jabra Hearing.We're on a mission to empower tens of millions of people to hear better through convenient, personalized hearing care - at a fraction of the cost thanks to telemedicine. In three years, we went from a scrappy startup to a leader in the direct-to-consumer hearing care space with the backing of our parent company GN, a global pioneer in intelligent audio solutions, to prove it. We partnered with Jabra (also in the GN Family) to create the Jabra Enhance online hearing business. Leveraging GN's expertise and Jabra's pioneering audio engineering helps us make our hearing care even more accessible and affordable.About the role.As a Remote Customer Support Coordinator at Jabra Hearing, you'll play a pivotal role in our mission to empower people with hearing loss to connect with their world. You will provide efficient and friendly personalized support in a virtual care environment, helping customers feel heard and cared for.You'll primarily connect with customers by phone while also responding to emails, live chats, and other digital channels while focusing on clear communication, empathy, and care. Serving as a representative of our best-in-class customer care team, you'll triage support channels, handle administrative tasks, and ensure seamless coordination with other teams by utilizing multiple software systems. The Customer Support Coordinator reports directly to a Customer Experience Manager on a full-time basis.What you'll do.Complete inbound work in an omnichannel support environment, with a focus on phone interactions while also supporting customers via email, live chat, and other digital channels to ensure a seamless and friendly experience.Independently complete administrative tasks according to standard operating procedures, always with a focus on accuracy and a positive customer experience.? Scheduling and rescheduling customer appointments.? Processing order cancellations, returns, and warranties.? Providing customers with shipping and order statuses? Placing orders for additional suppliesDevelop and maintain a working knowledge of our products to provide Level 1 Product Support information to customersGuide customers with empathy and patience, leveraging a proficient and current understanding of Jabra Hearing servicesContribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendanceEnsure our customers' privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements.Act as an ambassador of Jabra Hearing's culture of empathy, accessibility, and innovation in every interaction.Other duties as assignedWhat you'll bring1+ years of experience in a customer-facing support role (such as healthcare, telehealth, or high-touch service).Demonstrated ability to effectively resolve customer concerns with empathy, patience, and professionalismIntermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plusComfort working independently and efficiently in a fast-paced, high-touch support environmentStrong written and verbal communication skills delivered with a friendly and professional tone; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails; proficiency in Spanish is preferredA customer-first mindset. You enjoy building trust and making customers feel cared for.A remote workspace that adheres to the company's Home Office Requirements: ? Reliable broadband or high-speed internet connection, capable of adequately conducting audio and video conference calls. Current standard is Wi-Fi 6 (802.11ax) or Wi-Fi 7 (802.11be) ? A quiet and private space, appropriate for conducting confidential calls and other communications that reasonably eliminates the risk of being overheard, distracted, or interruptedWork Schedule:This role operates on a 4x10 schedule format, consisting of four 10-hour shifts per week.Shifts are scheduled Monday through Saturday, between 8 AM and 8 PM Eastern Time, with typical start times ranging from 8 AM to 10 AM ET.Sundays are a consistent day off as our support team is closed.You will have three days off per week, with at least two of these days being consecutive.During the initial 2-3 weeks of onboarding and training , new hires will follow a Monday-Friday schedule, working five 8-hour days from 10 AM to 6 PM ET, to align with our established training schedule.A sneak peek at our benefits.? You're worth it. Our compensation is competitive ($20.00 to $24.00 per hour), and our 401k plan includes a 4% match.? Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance, plus basic life and disability insurance, and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.? Rest and recharge. Whether you check out America's natural treasures or just relax at home, enjoy your paid time off (employees can accrue up to 15 days of vacation time, approx. 8 days of sick & safe time, and are eligible for up to 9 company holidays annually). We encourage time off.? Be well Jabra Hearing offers a monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visitsGN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for businesses, and provide great experiences for audio and gaming enthusiasts.GN was founded more than 150 years ago with a vision to connect the world. Today, inspired by our strong heritage, GN touches more lives than ever with the broadest portfolio of products and services in our history - fostering a sense of community, openness, and understanding.By listening to customers and combining our unique expertise in the human ear, audio, video, and speech, wireless technologies, software, and miniaturization, we transform what it takes to bring people closer to what is important to them.The GN-owned brands that are responsible for bringing these technologies to life:Medical grade hearing technology: ReSound () , Beltone () , Interton () , Jabra ()Professional collaboration: Jabra () , BlueParrott () , FalCom ()Gaming, calls and media: SteelSeries () , Jabra ()Founded in 1869, the GN Group employs 7,000 people and is listed on Nasdaq Copenhagen (). GN's solutions are sold in around 100 countries across the world.If you would like to learn more about us, visit our homepage or click on our different brands. You can also connect with us on LinkedIn () , Facebook () and Twitter () .We are a Equal Opportunity Employer that values a diverse and inclusive workforce. We do not discriminate on the basis of race, color, national origin, religion, age, gender identity, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis prohibited by federal, state, or local law. Women, minorities, veterans, LGBTQIA+ individuals, and persons with disabilities are encouraged to apply. Come join our team