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
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.
Don’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.com
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/ad&d insurance
Short/Long-Term Disability coverage (STD/LTD)
PTO, floating Diversity Day & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline)
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 to $25 an hour. This role is also bonus eligible.
Around 25% of the world’s population is living with hearing loss. At Sonova, we envision a world where everyone enjoys the delight of hearing and lives a life without limitations. From personal audio devices and wireless communication systems to audiological care services, hearing aids, and cochlear implants. Our product brands – Phonak, Unitron, Sennheiser (under license), and Advanced Bionics – create compelling new products to offer the optimal solution for an ever growing consumer base through our globally diversified sales and distribution channels, including our well established global audiological care business. With a presence in over 100 countries and more than 19,000 employees, we leverage our global infrastructure and local roots. We aim for an inclusive work environment and culture that fosters a good balance of family and work-life for everyone. Our workforce is made up of 110 nationalities across 4 generations.
In 2006, Sonova founded the non-profit Hear the World Foundation, which seeks to give children living with hearing loss access to audiological care in low- to middle-income countries.
