Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
Resolve problems by clarifying issues, researching and exploring, coming up with alternative solutions, implementing solutions, and escalating unresolved problems
Redirect complex or specialized concerns to the appropriate team for follow-up (e.g., Audiology inquiries, technical product support, etc.) when applicable
Investigate and resolve problems related to the shipment of product, returns, credits, and orders
Handle customer complaints with a sense of urgency and see through to satisfactory resolution
Work cross functionally to ensure an effortless customer experience
Ability to consistently meet stated KPIs

Minimum 2 years’ B2B Customer Service OR 3 years’ B2C Customer Service experience
High school diploma or equivalent; some college preferred
Effective written and verbal communication; strong active listening skills
Displays empathy, attention to detail, and interpersonal savvy
At least 2 years SAP experience; Salesforce.com experience a plus
Intermediate skills with Microsoft Excel, Outlook, Teams, Word, PowerPoint
Conversational Spanish preferred
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova.

Medical, dental and vision coverage*
Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/ad&d insurance
Short/Long-Term Disability coverage (STD/LTD)
PTO, floating Diversity Day & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline)
Robust Internal Career Growth opportunities
Tuition reimbursement
Hearing aid discount for employees and family
Internal social recognition platform

Customer Support Specialist

Key skills