Customer Support Specialist | M-F 10:30am-7pm
About The Position
In 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. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license), and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. Customer Support Specialist Location: Aurora, IL | On-Site | M-F 10:30am-7pm
Requirements
- High school diploma or equivalent (some college preferred).
- 2+ years of B2B customer service or 3+ years of B2C customer service.
- SAP experience (minimum 2 years required).
- Proficiency in Microsoft Office Suite, Teams, and Salesforce.com.
- Strong written and verbal communication skills.
- Empathy, active listening, and attention to detail.
- Resilience, adaptability, and ability to manage ambiguity.
- A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
Nice To Haves
- Manufacturing experience and conversational Spanish are a plus.
Responsibilities
- Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests.
- Maintain a high inbound call answer rate (avg. 60–80 calls per day).
- Investigate and resolve issues related to shipments, returns, credits, and orders.
- Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services.
- Handle customer complaints with urgency and ensure resolution.
- Maintain accurate customer accounts and records.
- Collaborate cross-functionally to ensure a seamless customer experience.
- Consistently meet key performance indicators (KPIs).
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)
- STD LTD Buy-ups available
- Accident/Hospital Indemnity coverage
- Legal/ID Theft Assistance
- PTO (or sick and vacation time), 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
