**Overview:**
As a leading provider of innovative hearing care solutions, we are seeking a highly motivated and customer-focused Customer Support Specialist to join our team. The successful candidate will provide exceptional service to our customers through various support mediums, ensuring a hallmark of excellence in customer satisfaction and support. **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
? Maintain a high inbound call answer rate (75-80 calls a day avg)
? 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 when applicable
? Investigate and resolve problems related to the shipment of products, returns, credits, and orders
? Communicate company policies and pricing per price and policy guide
? Perform day-to-day responsibilities, including:
+ Answering a high volume of inbound calls on a daily basis (60+)
+ Assisting with billing questions, pricing, and warranty inquiries
+ Assisting with order status and tracking inquiries
+ Assisting with backorder management for sales territory
+ Assisting with web services
+ Assisting with case management for sales territory
+ Assisting with customer account and contact maintenance for sales territory
+ Handling customer complaints with sense of urgency and seeing through to a satisfactory resolution
+ Working cross-functionally to ensure an effortless customer experience
? *Qualifications:**
? Minimum 2 years’ B2B Customer Service OR minimum 3 years’ B2C Customer Service experience
? Manufacturing experience is a plus
? Must have 2 years SAP experience
? Effective written and verbal communication
? Ability to adapt to a variety of situations
? Strong typing proficiency and computer skills
? Intermediate skills with Microsoft Applications, including Excel, Outlook, Teams, Word, and PowerPoint as well as web interface
? *Benefits:**
? 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, floating Diversity Day, and 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
? D&I focused: D&I council and employee resource groups
? Plan rules/offerings dependent upon group Company/location. * Pay Range: $20-$26 an hour
