Senior Customer Support Specialist (M-TH 10:30am-7pm, F 10am-6:30pm, 1 Sat per month 8am-5pm CST)

Aurora, IL | Hybrid | United States

Schedule:

Monday -Thursday 10:30am-7pm, Friday 10am-6:30pm, 1 Saturday per month 8am-5pm CST

Senior Customer Support Specialist

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.

The Senior Customer Support Specialist is responsible for delivering exceptional customer service Costco Hearing Aid locations. This role serves as a primary point of contact for troubleshooting product inquiries, order management, and ensuring a seamless customer experience. The specialist will also mentor junior team members and assist with process improvements to enhance service efficiency.

More about the role:

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  Support with Customer Support & Issue Resolution-Inquiries received via phone, email, and Salesforce case management system

  
  
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  Assist with order processing to ensure accuracy

  
  
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  Training & Mentorship- Provide guidance and training to junior support specialists on Costco-related processes and policies.

  
  
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  Process Improvement & Reporting- Work with leadership to identify recurring issues and recommend process enhancements to improve customer experience and continuous improvements.

  
  
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  Provide leadership support to the team by conducting dailymanagement huddles, Webex queue support, Calabrio schedule updates, manager approvals, call quality coaching

  
  
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  Other duties as assigned

  
  

More about you:

• 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

Don't meet all the criteria? If you're willing to go allin and learn we'd love to hear from you!

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

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 contactwholesale.HR@Sonova.com

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/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.

Pay Range: $20-$26 an hour

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.