[Remote] Customer Support Coordinator

Note: The job is a remote job and is open to candidates in USA. GN Group is a global pioneer in intelligent audio solutions, and they are seeking a Remote Customer Support Coordinator to empower people with hearing loss. The role involves providing efficient and friendly personalized support through various digital channels, ensuring customers feel heard and cared for while adhering to company policies and procedures.

Responsibilities

• Complete inbound work in an omnichannel support environment, with a focus on phone interactions while also supporting customers via email, live chat, and other digital channels to ensure a seamless and friendly experience
• Independently complete administrative tasks according to standard operating procedures, always with a focus on accuracy and a positive customer experience
• Scheduling and rescheduling customer appointments
• Processing order cancellations, returns, and warranties
• Providing customers with shipping and order statuses
• Placing orders for additional supplies
• Develop and maintain a working knowledge of our products to provide Level 1 Product Support information to customers
• Guide customers with empathy and patience, leveraging a proficient and current understanding of Jabra Hearing services
• Contribute to a larger team; meet department performance KPIs and productivity benchmarks, and adhere to expectations regarding time and attendance
• Ensure our customers’ privacy and security; follow policies and procedures related to customer verification, data security, and other compliance requirements
• Act as an ambassador of Jabra Hearing’s culture of empathy, accessibility, and innovation in every interaction
• Other duties as assigned

Skills

• 1+ years of experience in a customer-facing support role (such as healthcare, telehealth, or high-touch service)
• Demonstrated ability to effectively resolve customer concerns with empathy, patience, and professionalism
• Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus
• Comfort working independently and efficiently in a fast-paced, high-touch support environment
• Strong written and verbal communication skills delivered with a friendly and professional tone; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails
• A customer-first mindset. You enjoy building trust and making customers feel cared for
• A remote workspace that adheres to the company's Home Office Requirements: Reliable broadband or high-speed internet connection, capable of adequately conducting audio and video conference calls. Current standard is Wi-Fi 6 (802.11ax) or Wi-Fi 7 (802.11be). A quiet and private space, appropriate for conducting confidential calls and other communications that reasonably eliminates the risk of being overheard, distracted, or interrupted
• Proficiency in Spanish is preferred

Benefits

• 401k plan includes a 4% match
• Excellent medical, vision, and dental insurance
• Basic life and disability insurance
• 12-weeks paid parental leave
• Paid time off (employees can accrue up to 15 days of vacation time, approx. 8 days of sick & safe time, and are eligible for up to 9 company holidays annually)
• Monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits

Company Overview