Remote Customer Support Coordinator - Empowering Hearing Care Through Exceptional Omnichannel Support Experiences

Join Jabra Hearing: Revolutionizing Hearing Care with Telemedicine and Personalized Support

At Jabra Hearing, we're on a mission to empower tens of millions of people to hear better through convenient, personalized hearing care at a fraction of the cost, thanks to telemedicine. As a leader in the direct-to-consumer hearing care space, backed by our parent company GN, a global pioneer in intelligent audio solutions, we're committed to making hearing care more accessible and affordable. By partnering with Jabra, also part of the GN Family, we've created a cutting-edge online hearing business that leverages GN's expertise and Jabra's pioneering audio engineering.

About Us: A Culture of Collaboration, Compassion, and Passion

We're a data-driven, outcomes-focused team that cares deeply about our employees and customers alike. Our diverse crew of talented thinkers, creators, and doers is as collaborative as they are compassionate and passionate. The Jabra Hearing team is a vibrant mix of actors, sommeliers, top chefs, dancers, black belts, filmmakers, and countless four-legged furry friends. We're proud to be an equal opportunity employer, participating in E-Verify and fostering an inclusive work environment.

The Role: Remote Customer Support Coordinator

As a Remote Customer Support Coordinator at Jabra Hearing, you'll play a pivotal role in our mission to empower people with hearing loss to connect with their world. You'll provide efficient and friendly assistance to our customers in an omnichannel support environment, with a heavy focus on phone calls, while also responding to emails, customer tasks, live chats, and other channels. As a representative of our best-in-class customer care team, you'll triage support channels, handle administrative tasks, and ensure seamless coordination with other teams by utilizing multiple software systems.

Key Responsibilities: Delivering Exceptional Customer Experiences

• Complete inbound work in an omnichannel support environment, with a focus on phone calls, emails, customer tasks, live chats, and other channels.
• Independently complete administrative tasks according to standard operating procedures, including:
  • 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.
• Properly address and route customers' support needs, including complaints, 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 the Jabra Hearing culture by embodying our values in each internal and external interaction.

What You'll Bring: Skills and Qualifications for Success

To excel as a Remote Customer Support Coordinator, you'll need:

• 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support.
• Strong written and verbal communication skills, delivered with a friendly and professional tone.
• Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions.
• Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience is a plus.
• Comfort working independently and efficiently in a fast-paced, high-touch support environment.
• Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails.
• Ability to work one of the following schedules (please indicate your 1st and 2nd preference within your application):
  • A: Sunday: 10am - 6pm (ET), Mon, Tue, Thu, Fri: 8am - 4pm (ET); OFF: Wednesday & Saturday.
  • B: Saturday: 10am - 6pm (ET); Mon, Tue, Wed, Fri: 8am - 4pm (ET); OFF: Sunday & Thursday.
  • C: Saturday & Sunday: 10am - 6pm (ET), Mon, Tue, Fri: 8am - 4pm (ET); OFF Wednesday & Thursday.
  • D: Monday - Friday: 8am - 4pm (ET); OFF Saturday & Sunday.

Career Growth Opportunities and Learning Benefits

At Jabra Hearing, we're committed to your growth and development. As a Remote Customer Support Coordinator, you'll have opportunities to:

• Develop your skills in a dynamic, fast-paced environment.
• Collaborate with a diverse team of professionals.
• Gain experience with cutting-edge technology and support software.
• Advance your career within our organization.

Work Environment and Company Culture Highlights

As a remote employee, you'll enjoy the flexibility and comfort of working from home. We're committed to fostering a culture of collaboration, compassion, and passion, with a focus on:

• Embracing diversity and inclusivity.
• Supporting work-life balance.
• Encouraging professional growth and development.
• Recognizing and rewarding outstanding performance.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A hourly rate of $20.00 to $24.00.
• A 401k plan with a 4% match.
• Excellent medical, vision, and dental insurance, with generous contributions.
• 12-weeks paid parental leave.
• Paid time off to relax and recharge.
• A monthly wellness stipend to support self-care.

Join Our Team: Make a Difference in Hearing Care

If you're a motivated and compassionate customer support professional looking to make a difference in the lives of people with hearing loss, we want to hear from you! Apply now to join our team as a Remote Customer Support Coordinator and be part of our mission to empower tens of millions of people to hear better.

GN Consumer Hearing Corporation dba Jabra Hearing is an equal opportunity employer and participates in E-Verify.