Customer Support Specialist

Customer Support Specialist

Monday - Thursday 10:30am-7pm, Friday 10am-6:30pm, and Saturday Rotation 8am-5pm CST 

United States – Remote

The Customer Support Specialist (CSS) supports the sales efforts of the organization by delivering exceptional customer service across multiple channels. This role is the backbone of the Customer Success function, ensuring a seamless customer experience while resolving inquiries, managing orders, and supporting internal teams.

Responsibilities:

• Serve customers via phone, email, and other channels by answering inquiries, resolving issues, and fulfilling requests

• Handle a high volume of inbound calls (60–80+ daily) while maintaining strong service levels

• Investigate and resolve issues related to orders, shipments, returns, credits, and billing

• Communicate company policies, pricing, and product information to customers

• Support order tracking, backorder management, and case management within assigned territories

• Maintain accurate customer data and documentation in systems such as SAP and CRM tools

• Collaborate cross-functionally to ensure an effortless customer experience

• Meet or exceed established KPIs and performance metrics

More about you:

• High school diploma or equivalent required; some college preferred

• 2+ years of B2B customer service or 3+ years of B2C experience

• Strong communication, problem-solving, and organizational skills

• Ability to manage high call volume with professionalism and efficiency

• Experience with SAP and Microsoft Office tools preferred

• Strong attention to detail and customer-first mindset

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 Sonova Human Resources

What we offer:
Medical, dental and vision coverage*
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care AccountsTeleHealth 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 (or sick and vacation time), floating Diversity Day, & paid holidays*
Paid parental bonding leave
Employee Assistance Program
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: $20.00 – $26.00 per hour. This role is also bonus eligible.

How we work:
At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration while supporting flexible and effective remote work environments.