Customer Experience Specialist

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 blends direct-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.