Aurora, IL
Customer Success Rep II
Purpose of role: The Customer Success Representative II will act as a liaison to maintain service excellence and maximum productivity within the department. This allows us to provide the fastest and best quality of customer care in the industry.
Our Offer to You:
- Improving the quality of life of millions of people suffering from hearing loss
- A challenging and motivating assignment as part of a dynamic team
- Modern mindset and processes, accommodating flexible working conditions
- Opportunities for further responsibilities and support for further training and development
- Sonova’s outstanding opportunities and career growth
Covid-19 Vaccination Policy: Upholding the company values is extremely important to Sonova, we take the health and safety of our employees, patients, customers and their families very seriously. To that end, we have concluded that the best way to ensure the safety of these individuals is to mandate that all of our newly-hired employees be fully vaccinated for COVID-19. Therefore, when considering whether to apply for this position, please know that in order to become employed by Sonova (if otherwise eligible), you must provide satisfactory proof, such as a vaccine card or other documentation, that you are fully vaccinated for COVID-19. You will not be required to provide this proof unless and until you receive a formal job offer from Sonova. Please also know that Sonova will provide accommodations to qualified individuals who cannot receive the COVID-19 vaccination because of a sincerely held religious belief or due to a medical issue or pregnancy.
Main Tasks and Responsibilities:
- Handle customer requests by email and phone
- Answer between 60-80 inbound calls on a daily basis
- Follow up with customers regarding daily backorders
- Work with E-store to release web based orders
- Work with multiple databases to place customer orders
- Work cross functionally to ensure an effortless customer experience
- Assist with SFDC case management for assigned regions
- Assist with billing questions and inquiries
- Process credit and rebills
- Handle customer complaints with a sense of urgency for satisfactory resolution and take ownership of that complaint
- To use the current tools (SAP, Sales Force, and Cisco Finesse) to generate and maintain all customer account records and customer contacts
Education and Skillset:
- High school diploma or equivalent, some college preferred
- Minimum 2+ years customer service experience preferred
- Proficient order entry speed and accuracy
- Strong typing, analytical and computer skills
- Very strong product knowledge
- Proficient with Microsoft Office & Outlook, CRM/ERP experience preferred
- Display empathy, demonstrates steps of acting listening
- Attention to detail with every customer interaction
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 [email protected]
Source: Indeed.com
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