**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
