[Remote-Position] Customer Support Specialist | Hybrid | 10:30am
Your next career move could be with workwarp as a Customer Support Specialist | Hybrid | 10:30am! Join our team in the heart of Remote and enjoy a dynamic work environment. This position requires a strong and diverse skillset in relevant areas to drive success. The salary for this position is set at a competitive salary. Â Â About the position
The Customer Support Specialist (CSS) at Sonova plays a crucial role in supporting the company's sales efforts by providing exceptional service to customers through various communication channels. This position is integral to the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.
Responsibilities
 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 when applicable.
,
 Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support).
,
 Investigate and resolve problems related to the shipment of products, returns, credits, and orders.
,
 Communicate company policies and pricing per price and policy guide.
,
 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 and case management for sales territory.
,
 Handle customer complaints with urgency and ensure satisfactory resolution.
,
 Work cross-functionally to ensure an effortless customer experience.
,
 Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations.
Requirements
 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 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.
Nice-to-haves
 Willingness to learn and adapt to new challenges.
Benefits
 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)
,
 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 Apply Job! Don't Hesitate, Apply!Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today!
Apply Now
The Customer Support Specialist (CSS) at Sonova plays a crucial role in supporting the company's sales efforts by providing exceptional service to customers through various communication channels. This position is integral to the Customer Success infrastructure, ensuring a high level of customer satisfaction and operational efficiency while handling a significant volume of inquiries and issues related to hearing care solutions.
Responsibilities
 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 when applicable.
,
 Redirect complex or specialized concerns to the appropriate team for follow-up (e.g. Audiology inquiries, technical product support).
,
 Investigate and resolve problems related to the shipment of products, returns, credits, and orders.
,
 Communicate company policies and pricing per price and policy guide.
,
 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 and case management for sales territory.
,
 Handle customer complaints with urgency and ensure satisfactory resolution.
,
 Work cross-functionally to ensure an effortless customer experience.
,
 Consistently meet stated KPIs and comply with all local, state, and federal laws and regulations.
Requirements
 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 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.
Nice-to-haves
 Willingness to learn and adapt to new challenges.
Benefits
 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)
,
 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 Apply Job! Don't Hesitate, Apply!Don't worry if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today!
Apply Now