Audiology Specialist - Customer Support | Hybrid | 10:30am - 7pm Job Details | Sonova AG
About the position
The Audiology Specialist will act as a liaison between our Customer Support Department at AODC and the customer to address Audiological based inquiries, fitting recommendations, and troubleshooting in a timely, friendly and professional manner in order to increase customer experience with Sonova businesses. These communications can be related to new orders, repair, remakes, or general fit related questions. This position will be based out of Aurora, Illinois.
Responsibilities
?? Maintain and develop strong relationships and rapport with existing customers
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?? Provide Hearing Healthcare Professionals (HCPs) with hearing instrument and FM fitting recommendations, troubleshooting for Pediatric and Adult patients
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?? Utilize Sonova custom modeling software (RSM) to support fit related questions from HCPs
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?? Provide support in managing Salesforce cases
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?? Consult with customers on orders requiring fit related clarifications across all product families (custom, SDS, BTE, RIC, etc)
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?? Complete 40+ inbound calls (9 min AHT-7.0 hours Schedule Loyalty) per day from providers and/or consumers supporting Phonak and/or Unitron for all phone queues including Government Services and Roger/Pediatrics
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?? Conduct follow-up communication with customers regarding HA orders and repairs
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?? Maintain confidentiality of patient health information and adhere to HIPAA guidelines
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?? Ability to consistently meet performance goals and KPIs established for the position
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?? Other duties as assigned by leadership
Requirements
?? Master's Degree, Au.D. degree in Audiology or Hearing Instrument Dispenser's License
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?? Strong Audiological skills, specifically related to ear anatomy and hearing instrument fitting and counseling
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?? Prefer 3-year experience working with Sonova products
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?? Minimum 2-year experience in a technical support B2B environment or relevant work experience
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?? Driven, self-motivated, and results oriented
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?? Strong organizational and time management
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?? Excellent problem resolution
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?? Strong attention to detail
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?? Passionate about serving customers
Nice-to-haves
Benefits
?? Medical, dental and vision coverage
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?? Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
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?? TeleHealth options
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?? 401k plan with company match
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?? Company paid life/ad&d insurance
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?? Additional supplemental life/ad&d coverage available
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?? Company paid Short/Long-Term Disability coverage (STD/LTD)
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?? STD LTD Buy-ups available
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?? Accident/Hospital Indemnity coverage
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?? Legal/ID Theft Assistance
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?? PTO (or sick and vacation time), floating Diversity Day, & paid holidays
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?? Paid parental bonding leave
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?? Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
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?? Robust Internal Career Growth opportunities
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?? Tuition reimbursement
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?? Hearing aid discount for employees and family
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?? Internal social recognition platform
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?? D&I focused: D&I council and employee resource groups
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