Part Time Customer Support Specialist (M-TH 9am - 1pm and Sat 8am-5pm CST)
Job title: Part Time Customer Support Specialist (M-TH 9am - 1pm and Sat 8am-5pm CST) in Aurora, IL at Sonova
Company: Sonova
Job description: Aurora, IL | Hybrid | United StatesSchedule:Monday -Thursday 9am-1pm and Saturdays 8am-5pm CSTCustomer Support SpecialistIn a life without sound, our work provides meaning. As 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 Customer Support Specialist (CSS) is responsible for supporting the company's sales efforts through customer contact via various support mediums. The CSS is the backbone of the Customer Success infrastructure, creating a hallmark of excellence by providing exceptional service and proactive interdepartmental support, while continually challenging themselves to maximize efficiency.More about the role:
Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
Maintain a high inbound call answer rate. (75-80 calls a day avg)
Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. - Audiology inquiries, technical product support, etc.) when applicable
Investigate and resolve problems related to the shipment of products, returns, credits, and orders
Communicate company policies and pricing per price and policy guide
Day to Day responsibilities could include:
Answer a high volume of inbound calls on a daily basis (60+)
Assist with billing questions, pricing, and warranty inquiries
Assist with order status and tracking inquiries
Assist with backorder management for sales territory
Assist with web services
Assist with case management for sales territory
Assist with customer account and contact maintenance for sales territory.
Handle customer complaints with sense of urgency and see through to a satisfactory resolution.
Work cross-functionally to ensure an effortless customer experience.
Ability to consistently meet stated KPIs.
Compliance with all local, state, and federal laws and regulations.
Complies with all Company policies, processes, and procedures.
All other duties as assigned.
More about you:
Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience
Manufacturing experience is a plus.
SAP experience is a plus.
Order management experience.
Effective written and verbal communication
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 as well as web interface
Don't meet all the criteria? If you're willing to go all in and learn we'd love to hear from you!A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at SonovaWe are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contactWhat 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
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
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
*Plan rules/offerings dependent upon group Company/location.Pay Range: $20-$26 an hourHow we work:At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.Sonova is an equal opportunity employerWe 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.
Expected salary: $20 - 26 per hour
Location: Aurora, IL
Apply for the job now!
Apply Now
Company: Sonova
Job description: Aurora, IL | Hybrid | United StatesSchedule:Monday -Thursday 9am-1pm and Saturdays 8am-5pm CSTCustomer Support SpecialistIn a life without sound, our work provides meaning. As 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 Customer Support Specialist (CSS) is responsible for supporting the company's sales efforts through customer contact via various support mediums. The CSS is the backbone of the Customer Success infrastructure, creating a hallmark of excellence by providing exceptional service and proactive interdepartmental support, while continually challenging themselves to maximize efficiency.More about the role:
Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
Maintain a high inbound call answer rate. (75-80 calls a day avg)
Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. - Audiology inquiries, technical product support, etc.) when applicable
Investigate and resolve problems related to the shipment of products, returns, credits, and orders
Communicate company policies and pricing per price and policy guide
Day to Day responsibilities could include:
Answer a high volume of inbound calls on a daily basis (60+)
Assist with billing questions, pricing, and warranty inquiries
Assist with order status and tracking inquiries
Assist with backorder management for sales territory
Assist with web services
Assist with case management for sales territory
Assist with customer account and contact maintenance for sales territory.
Handle customer complaints with sense of urgency and see through to a satisfactory resolution.
Work cross-functionally to ensure an effortless customer experience.
Ability to consistently meet stated KPIs.
Compliance with all local, state, and federal laws and regulations.
Complies with all Company policies, processes, and procedures.
All other duties as assigned.
More about you:
Minimum 2 years' B2B Customer Service OR minimum 3 years' B2C Customer Service experience
Manufacturing experience is a plus.
SAP experience is a plus.
Order management experience.
Effective written and verbal communication
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 as well as web interface
Don't meet all the criteria? If you're willing to go all in and learn we'd love to hear from you!A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at SonovaWe are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contactWhat 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
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
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
*Plan rules/offerings dependent upon group Company/location.Pay Range: $20-$26 an hourHow we work:At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.Sonova is an equal opportunity employerWe 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.
Expected salary: $20 - 26 per hour
Location: Aurora, IL
Apply for the job now!
Apply Now