Customer Support Specialist (9:30 AM - 6:00 PM Hybrid/Remote)
Remote, USA
Full-time
Posted 2025-07-02
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- *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