Customer Support Specialist (9:30 AM - 6:00 PM Hybrid/Remote)

• *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

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