Customer Support Specialist | Monday - Friday 8am-5pm

Customer Support Specialist Aurora, IL Remote Monday - Friday 8am-5pm The Customer Support Specialist (CSS) is responsible for supporting the sales efforts of the company through customer contact via a variety of support mediums. 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.