Customer Support Specialist

Sonova AG • Aurora, IL

6d • $20 - $25 • Onsite

About The Position

The Customer Service Representative II will respond to all customer inquiries, concerns and needs in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses.

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
• Conversational Spanish

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED