Customer Support Specialist | 930am to 6pm

Customer Support Specialist

Location: Aurora IL On-Site 9:30am to 6pm

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. 6080 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).

More about you

• 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 .

• Strong written and verbal communication skills.

• Empathy active listening and attention to detail.

• Resilience adaptability and ability to manage ambiguity.

• Manufacturing experience and conversational Spanish are 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 all in 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.

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

o Additional supplemental life/ad&d coverage available

Company paid Short/Long-Term Disability coverage (STD/LTD)

o 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

*Plan rules/offerings dependent upon group Company/location.

This roles pay range is between: $20 to $26 an hour. This role is also commission eligible/bonus eligible.

How we work:

At Sonova we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized 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.