If you love helping people and want your work to actually make a difference in someone’s daily life, this role is for you. Join a global leader in hearing solutions and support clinics, providers, and partners so more people can hear their world clearly.
About Sonova
Sonova is a worldwide leader in hearing care, creating hearing aids, cochlear implants, and audio solutions that help people stay connected to the sounds and people they love. The company exists to improve hearing health and human connection through innovation, empathy, and exceptional service. With a mix of consumer and medical solutions, Sonova offers a mission-driven environment where your work directly impacts quality of life for others.
Schedule
- Remote role based in the United States
- Core schedule: 10:30am–7:00pm CST
- Full-time position with performance expectations tied to customer satisfaction and KPI metrics
- Reliable high-speed internet required (minimum 200 Mbps download / 10 Mbps upload)
What You’ll Do
⦁ Serve customers via phone, email, mail, and fax by identifying their needs, answering questions, resolving issues, and maintaining accurate client records and profiles
⦁ Investigate and resolve issues related to orders, returns, credits, and product shipments, ensuring a smooth experience from start to finish
⦁ Handle customer complaints with urgency, professionalism, and empathy, following issues through to a satisfactory resolution
⦁ Redirect complex or specialized inquiries (such as Audiology or technical product questions) to the appropriate internal teams for follow-up
⦁ Collaborate cross-functionally with internal departments to deliver an effortless, consistent customer experience
⦁ Meet and maintain stated KPIs related to responsiveness, accuracy, quality, and customer satisfaction
What You Need
⦁ Minimum 2 years of B2B customer service experience OR 3 years of B2C customer service experience
⦁ High school diploma or equivalent required; some college preferred
⦁ Strong written and verbal communication skills, including active listening and clear, professional tone
⦁ Demonstrated empathy, attention to detail, and strong interpersonal skills
⦁ At least 2 years of SAP experience; Salesforce experience is a plus
⦁ Comfortable using Microsoft Excel, Outlook, Teams, Word, and PowerPoint at an intermediate level
⦁ Conversational Spanish preferred, but not required
⦁ Stable high-speed internet connection (minimum 200 Mbps download / 10 Mbps upload) suitable for remote work tools, systems, and calls
Benefits
⦁ Medical, dental, and vision coverage*
⦁ Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts
⦁ Telehealth options for convenient access to care
⦁ 401(k) plan with company match*
⦁ Company-paid life and AD&D insurance
⦁ Short-term and long-term disability coverage (STD/LTD)
⦁ Paid time off, paid holidays, and a floating Diversity Day*
⦁ Paid parental bonding leave
⦁ Employee Assistance Program with 24/7 mental health support
⦁ Robust internal career growth opportunities and tuition reimbursement
⦁ Hearing aid discounts for employees and eligible family members
⦁ Internal social recognition platform
⦁ Hourly pay range: $20–$25/hour, plus bonus eligibility
*Plan details may vary by location and group.
Sonova is an equal opportunity employer, committed to teaming up with diverse talent and providing equal treatment and opportunity to all candidates.
Ready to grow your career while helping people hear the moments that matter most? Apply now and bring your customer service skills to a mission that truly matters.
Happy Hunting,
~Two Chicks…