What are the responsibilities and job description for the Part Time Customer Support Specialist (M-TH 3pm-7pm and Sat 8am-5pm CST) position at Sonova?
Who we are
You enjoy creating and innovating. You never stop striving for better. You take responsibility and you get results. You love being part of a team. Above all, you want your work to matter: Welcome to our world! At Sonova we create sense by bringing sound to life. Our innovative hearing care solutions help millions of people enjoy life’s unforgettable moments.
We offer exceptional career opportunities through market-leading brands from consumer to medical, products and services that keep pushing hearing care forward, and a culture where you can quickly belong and perform at your best.
If you want the freedom to explore, opportunities to grow, and make positive change on people lives through your work, this is the place for you.
Join Sonova. Create sense.
Part Time Customer Support Specialist (M-TH 3pm-7pm and Sat 8am-5pm CST)
- Serve customers via phone, fax, mail and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and customer profiles
- Maintain a high inbound call answer rate. (75-80 calls a day avg)
- 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 products, returns, credits, and orders
- Communicate company policies and pricing per price and policy guide
- Day to Day responsibilities could include:
- Answer a high volume of inbound calls on a daily basis (60 )
- Assist with billing questions, pricing, and warranty inquiries
- Assist with order status and tracking inquiries
- Assist with backorder management for sales territory
- Assist with web services
- Assist with case management for sales territory
- Assist with customer account and contact maintenance for sales territory.
- Handle customer complaints with sense of urgency and see through to a satisfactory resolution.
- Work cross-functionally to ensure an effortless customer experience.
- Ability to consistently meet stated KPIs.
- Compliance with all local, state, and federal laws and regulations.
- Complies with all Company policies, processes, and procedures.
- All other duties as assigned.
- Minimum 2 years’ B2B Customer Service OR minimum 3 years’ B2C Customer Service experience
- Manufacturing experience is a plus.
- SAP experience is a plus.
- Order management experience.
- Effective written and verbal communication
- Ability to adapt to a variety of situations
- Strong typing proficiency and computer skills
- Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface
- 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, 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.
Sonova is an equal opportunity employer
We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.
Salary : $20 - $26
