**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