Customer Support Specialist | Remote | 10:30am-7pm CST (Remote, United States)

Customer Support Specialist Aurora, IL | Remote | 10:30am-7pm CST The Customer Support Specialist (CSS) is responsible for supporting the sales efforts of the company through customer contact via a variety of support mediums. The CSS is the backbone of the Customer Success infrastructure, creating a hallmark of excellence by providing both exceptional service and proactive interdepartmental support, while continually challenging themselves to maximize efficiency. Responsibilities: 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 More about you: 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. Don’t meet all the criteria? If you’re willing to go all in and learn, we’d lov