New

Customer Experience Specialist

Sonova USA Inc.
retirement plan
United States, Illinois, Aurora
Aug 14, 2025
Who we are At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them. Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change, Here you'll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters. Aurora (IL), United States Customer Experience Specialist 158971 Customer Experience Specialist \| Hybrid, 3 days on site \| Aurora, IL Sonova Consumer Hearing USA is seeking a motivated, customer-focused professional to join our team in a hybrid role that blendsdirect-to-consumer sales with technical customer support. You will be the first point of contact for customers-helping them find the right products, guiding them through the sales process, and providing timely technical assistance to ensure their success and satisfaction. Key Responsibilities Direct-to-Consumer Sales (60%) Identify and pursue new customer opportunities from product inquiries. Engage customers via phone and email, highlighting product features, benefits, and value to close sales. Assist customers with online ordering, payment processing, and exchange/warranty processes. Proactively follow up on incomplete orders, incompatible product selections, discontinued items, or payment authorization issues. Build and maintain strong customer relationships to foster loyalty and identify upselling/cross-selling opportunities. Maintain confidentiality of customer health information and adhere to HIPAA guidelines. Collaborate with sales and marketing to develop effective sales strategies and campaigns. Share customer feedback with product development teams to support continuous improvement. Technical Support & Customer Success (40%) Provide timely, effective technical assistance via email and phone. Diagnose and resolve complex product issues, escalating when necessary. Educate customers on product features, functionalities, and best practices. Accurately document customer interactions and issues in the CRM system. Contribute to the creation and upkeep of technical knowledge base resources. Maintain deep knowledge of product specifications and industry best practices. About You Education: Associate's or Bachelor's degree, or equivalent combination of education and experience. Experience: Minimum 3 years in customer sales and technical support. Skills & Competencies: Strong communication skills, able to explain technical concepts to non-technical audiences. Proven ability to troubleshoot and resolve technical issues. Track record of achieving sales targets and supporting revenue growth. Self-motivated, results-oriented, and highly organized. Strong active listening, empathy, and problem-solving skills. Languages: English required; bilingual Spanish is a plus. Technical Skills: Proficient with Microsoft Office and web-based tools. CRM experience (Salesforce, HubSpot, or similar). What We Offer Dynamic and collaborative work environment. Competitive compensation with sales incentives. Hybrid work model with flexibility to balance work and life. Comprehensive benefits package, including wellness programs and retirement plan options. Opportunities for professional growth and skill development. The Sennheiser brand The Sennheiser brand stands for premium quality in the field of audio products. At Sonova Consumer Hearing, we develop and offer consumer devices such as headphones, soundbars and speech-enhanced hearables under the brand license of Sennheiser. The business is headquartered in Wedemark, Germany, and has approximately 650 employees worldwide. To continue to be among the best in the industry, we are always on the lookout for outstanding talent.