Note: The job is a remote job and is open to candidates in USA. Sonova Group is a company that prioritizes exceptional customer service and is seeking a Customer Support Specialist. This role supports the sales efforts by delivering customer service across multiple channels, resolving inquiries, managing orders, and ensuring a seamless customer experience.
Responsibilities
- Serve customers via phone, email, and other channels by answering inquiries, resolving issues, and fulfilling requests
- Handle a high volume of inbound calls (60–80+ daily) while maintaining strong service levels
- Investigate and resolve issues related to orders, shipments, returns, credits, and billing
- Communicate company policies, pricing, and product information to customers
- Support order tracking, backorder management, and case management within assigned territories
- Maintain accurate customer data and documentation in systems such as SAP and CRM tools
- Collaborate cross-functionally to ensure an effortless customer experience
- Meet or exceed established KPIs and performance metrics
Skills
- High school diploma or equivalent required
- 2+ years of B2B customer service or 3+ years of B2C experience
- Strong communication, problem-solving, and organizational skills
- Ability to manage high call volume with professionalism and efficiency
- Strong attention to detail and customer-first mindset
- A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
- Some college preferred
- Experience with SAP and Microsoft Office tools preferred
Benefits
- Medical, dental and vision coverage*
- Health Savings, Health Reimbursement, Flexible Spending/Dependent Care AccountsTeleHealth 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
- Robust Internal Career Growth opportunities
- Tuition reimbursement
- Hearing aid discount for employees and family
- Internal social recognition platform
Company Overview