Customer Support Specialist | Remote | 10:30am-7pm CST

Remote position based in Aurora, IL with working hours 10:30am–7pm CST.

About the role

The Customer Support Specialist (CSS) supports the company’s sales efforts through customer contact via phone, fax, mail, and email. As the backbone of the Customer Success infrastructure, the CSS provides exceptional service and proactive interdepartmental support while maximizing efficiency.

Responsibilities

• Serve customers via phone, fax, mail, and/or email by determining requirements, answering inquiries, resolving problems, fulfilling requests, maintaining client database, and updating customer profiles.
• Resolve problems by clarifying issues, researching and exploring alternative solutions, implementing solutions, and escalating unresolved problems.
• Redirect complex or specialized concerns (e.g., Audiology inquiries, technical product support) to the appropriate team for follow-up.
• Investigate and resolve problems related to shipment of product, returns, credits, and orders.
• Handle customer complaints with urgency and ensure satisfactory resolution.
• Work cross-functionally to ensure an effortless customer experience.
• Consistently meet stated KPIs.

Requirements

• Minimum 2 years of B2B Customer Service or 3 years of B2C Customer Service experience.
• High school diploma or equivalent; some college preferred.
• Effective written and verbal communication; strong active listening skills.
• Displays empathy, attention to detail, and interpersonal savvy.
• At least 2 years of SAP experience; Salesforce.com experience a plus.
• Intermediate skills with Microsoft Excel, Outlook, Teams, Word, and PowerPoint.
• Conversational Spanish preferred.
• Minimum 200Mb/sec download and 10Mb/sec upload internet speed for remote work.

Benefits

• Medical, dental, and vision coverage.
• Health Savings, Health Reimbursement, and Flexible Spending/Dependent Care Accounts.
• TeleHealth options.
• 401k plan with company match.
• Company-paid life/AD&D insurance.
• Short/Long-Term Disability coverage (STD/LTD).
• Paid time off (PTO), floating Diversity Day, and paid holidays.
• Paid parental bonding leave.
• Employee Assistance Program (24/7 mental health support hotline).
• 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.

Pay

This role’s pay range is $20–$25 per hour, with bonus eligibility.