About this opportunity
Sonova USA, Inc. lists this Customer Support Specialist opportunity in aurora, Illinois. Review the employer’s description below for duties, qualifications and application requirements.
Job description
.buttontextcdf2d deac3 a{ border: 1px solid transparent; } .buttontextcdf2d deac3 a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } Who we are
At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.
Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,
Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.
Aurora (IL), United States
#job-location.job-location-inline { display: inline; }
Customer Support Specialist
Aurora, IL | On-Site| M-F 10:30am - 7pm
Customer Support Specialist
The Customer Service Representative II will respond to all customer inquiries, concerns and needs in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses.
Responsibilities:
Serve customers via phone, email, fax, and mail by answering inquiries, resolving problems, and fulfilling requests.
Maintain a high inbound call answer rate (avg. 60-80 calls per day).
Investigate and resolve issues related to shipments, returns, credits, and orders.
Assist with billing, pricing, warranty, order status, tracking, backorder management, and web services.
Handle customer complaints with urgency and ensure resolution.
Maintain accurate customer accounts and records.
Collaborate cross-functionally to ensure a seamless customer experience.
Consistently meet key performance indicators (KPIs).
More about you:
High school diploma or equivalent (some college preferred).
2+ years of B2B customer service or 3+ years of B2C customer service.
SAP experience (minimum 2 years required).
Proficiency in Microsoft Office Suite, Teams, and Salesforce.com.
Strong written and verbal communication skills.
Empathy, active listening, and attention to detail.
Resilience, adaptability, and ability to manage ambiguity.
Manufacturing experience and conversational Spanish are a plus.
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 allin and learn we'd love to hear from you!
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 contact Sonova Human Resources
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 (or sick and vacation time), 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
*Plan rules/offerings dependent upon group Company/location.
This role's pay range is between: $20-25 an hour . This role is also commission eligible/bonus eligible.
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.
.buttontext393e008bf4b97a57 a{ border: 1px solid transparent; } .buttontext393e008bf4b97a57 a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } 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.
.buttontextfb20bb8bda7ff91a a{ border: 1px solid transparent; } .buttontextfb20bb8bda7ff91a a:focus{ border: 1px dashed #0271a6 !important; outline: none !important; } Recruitment Fraud Warning
We have become aware of fraudulent recruitment activities in which individuals falsely claim to represent Sonova or recruitment agencies acting on our behalf. These individuals may contact potential candidates by email, messaging services or other channels and may offer employment opportunities or recruitment-related services, such as CV preparation or review, in exchange for payment.
Sonova will never ask candidates to pay fees or make payments as part of our recruitment process. We also do not require candidates to purchase recruitment, CV preparation, training or similar services as a condition of applying for or obtaining employment with us.
Please exercise caution if you receive an unsolicited communication claiming to relate to a vacancy at Sonova, particularly if it requests payment, financial information or other sensitive personal information.
If you are uncertain whether a recruitment communication is genuine, please verify the vacancy through our official careers page or contact us through the contact details published on our website.
Sonova accepts no responsibility for fraudulent communications or transactions made by individuals or organisations falsely claiming to represent us.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.