Customer Support Specialist

Who we areAt 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.Remote, United StatesCustomer Support Specialist 163841 United States - RemoteThe Customer Support Specialist (CSS) supports the sales efforts of the organization by delivering exceptional customer service across multiple channels. This role is the backbone of the Customer Success function, ensuring a seamless customer experience while resolving inquiries, managing orders, and supporting internal teams.Responsibilities:Serve customers via phone, email, and other channels by answering inquiries, resolving issues, and fulfilling requestsHandle a high volume of inbound calls (60-80+ daily) while maintaining strong service levelsInvestigate and resolve issues related to orders, shipments, returns, credits, and billingCommunicate company policies, pricing, and product information to customersSupport order tracking, backorder management, and case management within assigned territoriesMaintain accurate customer data and documentation in systems such as SAP and CRM toolsCollaborate cross-functionally to ensure an effortless customer experienceMeet or exceed established KPIs and performance metricsMore about you:High school diploma or equivalent required; some college preferred2+ years of B2B customer service or 3+ years of B2C experienceStrong communication, problem-solving, and organizational skillsAbility to manage high call volume with professionalism and efficiencyExperience with SAP and Microsoft Office tools preferredStrong attention to detail and customer-first mindsetA minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at SonovaDon't meet all the criteria? If you're willing to go all in 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 :wholesale.HR@sonova.comSonova Human ResourcesWhat we offer:Medical, dental and vision coverage*Health Savings, Health Reimbursement, Flexible Spending/Dependent Care AccountsTeleHealth options401k plan with company match*Company paid life/ad&d insuranceAdditional supplemental life/ad&d coverage availableCompany paid Short/Long-Term Disability coverage (STD/LTD)STD LTD Buy-ups availableAccident/Hospital Indemnity coverageLegal/ID Theft AssistancePTO (or sick and vacation time), floating Diversity Day, & paid holidays*Paid parental bonding leaveEmployee Assistance ProgramRobust Internal Career Growth opportunitiesTuition reimbursementHearing aid discount for employees and familyInternal social recognition platform*Plan rules/offerings dependent upon group Company/location.This role's pay range is between: $20.00 - $26.00 per hour. This role is also 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 while supporting flexible and effective remote work environments.Sonova is an equal opportunity employerWe 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.