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 in people's lives through your work, this is the place for you.Join Sonova. Create sense.United StatesCustomer Support SpecialistWho we areIn 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. To enable a life without limitations, we - through our core business brands Phonak, Unitron, Hansaton, Advanced Bionics, and AudioNova - develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.The Way We WorkAt Sonova we value our employees and prioritize their well-being. We believe people do their best and most innovative work in an inclusive environment that provides opportunities for engagement and collaboration across teams while offering flexibility in how work gets done. We designed our work model team by team, empowering teams to customize a working environment that balances individual team needs with business outcomes. By offering work options, we foster more flexible and individualized time management, contribute to a healthy work-life integration, increase employee satisfaction, build meaningful partnerships at work, and calibrate productivity to acknowledge you have a life outside of work. Sonova has chosen a HYBRID WORK MODEL - Customized by team that keeps our employees motivated and engaged.Sonova ValuesAt Sonova, we come to work every day knowing that continuous innovation across all disciplines, our shared engagement as a team and our responsible approach to all things we do, brings the delight of hearing to millions of people: to hear better, to listen to music, to communicate effortlessly with friends and loved ones, and to fully enjoy life with all its great variety of sounds. In doing so, our shared core values reflect the corporate culture that defines and unites us as a company across all brands and regions.We Care -- We care for our employees, customers and consumers, as well as our shareholders and society.We drive innovation -- We courageously pioneer new ideas and approaches to come up with impactful innovations, to delight customers and consumers.We strive for excellence -- We act with agility. We aim to excel. We are continuously working on improving products, services, processes and skills, to realize growth.We take accountability -- We deliver on our commitments. We take accountability to provide outcomes in agreed quality and time, always acting with integrity.We build the best teams -- We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the marketplace.Aurora, ILCustomer Support SpecialistPurpose of role: Sonova USA Inc. is seeking a Customer Support Specialist who will act as a liaison to maintain service excellence and maximum productivity within the department. This allows us to provide the fastest and best quality of customer care in the industry.Our Offer to You:Improving the quality of life of millions of people suffering from hearing lossA challenging and motivating assignment as part of a dynamic teamModern mindset and processes, accommodating flexible working conditionsOpportunities for further responsibilities and support for further training and developmentSonova's outstanding opportunities and career growthMain Tasks and Responsibilities:Handle customer requests by email and phoneAnswer between 60-80 inbound calls on a daily basisFollow up with customers regarding daily backordersWork with E-store to release web-based ordersWork within multiple databases to place customer ordersWork cross-functionally to ensure an effortless customer experienceAssist with SFDC case management for assigned RegionsAssist with billing questions and inquiriesProcess credit and rebillsHandle customer complaints with a sense of urgency for satisfactory resolution and take ownership of that complaintTracking order status in Outlook/SAPUse the current tools (SAP, Sales Force, and Cisco Finesse) to generate and maintain all customer account records and customer contacts.Perform all tasks assigned by managersEducation and Skillset:High school diploma or equivalent, some college preferredMinimum 2+ years customer service experience preferredStrong typing, analytical and computer skillsDisplay empathy, demonstrate steps of active listeningAttention to detail with every customer interactionWe 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 contact ****** 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 marketplace. 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.
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