Customer Support Specialist - PCR Specialist 930am to 6pm 157481
Customer Support Specialist - PCR Specialist 930am to 6pm 157481
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Job Description
Who we are
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.
Aurora IL Monday Friday 9:30am6:00pm CST
PCR Specialist
The PCR Specialist will act as a liaison between our Customer Support Department at AODC and the customer to address inquiries concerns and needs in a timely friendly and professional manner in order to increase customer experience with Sonova businesses. These communications can be related to new orders web placed orders email/fax based order or repairs that have questions. This role works closely with the Order Entry Specialist Customer Support Specialist Sales and Finance.
Responsibilities:
Outbound contact to customers on orders that cannot be processed due to missing information incompatible product selections discontinued product pricing or promotional discrepancies PO or authorization inconsistencies etc.
Efficiently manage and resolve incoming queue calls and all subsequent inquiries and tasks stemming from these calls
Responsible for correcting orders in system and releasing to production for fulfillment.
Responsible for maintaining working knowledge of complex product portfolio provider ordering guidelines and protocols required to follow for authorizing third party referral networks and state/government agencies
Basic knowledge of Sonova custom modeling software (RSM)
Maintain confidentiality of patient health information and adhere to HIPAA guidelines
Collaborate with internal sources for assistance or exception requests
Ability to consistently meet performance goals and KPIs established for the position
Assist in projects associated with AODC Customer Support
Other duties as assigned by leadership
More about you:
Minimum 2year experience B2B customer service environment or relevant work experience
Strong proficiency with computer Microsoft Applications and web interface
2 years ERPexperience
SalesForce experience is a plus
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova
Dont meet all the criteria If youre willing to go allin and learn wed love to hear from you!
We 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 contactmailto:
What 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/LongTerm Disability coverage (STD/LTD)
STD LTD Buyups 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
*Plan rules/offerings dependent upon group Company/location.
This roles pay range is between: $2026 an hour . This role is also commission eligible/bonus eligible.
How we work:
At Sonova we prioritize the wellbeing of our employees and foster an inclusive environment that promotes engagement and collaboration. Our teamcustomized 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.
Required Experience:
Unclear Seniority
Employment Type
Full Time
