Practice Services Specialist
Who we are
In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry.
Aurora, IL | Hybrid | 7:30am to 4:30pm
Practice Service Account Specialist
Responsible for driving sales, demand, and growth from Sonova's identified VAS accounts, primarily via remote means. The focus will be on cultivating new business within assigned accounts.
Responsibilities:Welcome to the new members to introduce themselves and verify they received their green bags, have the Platinum #, understand who to contact and communicate with about IC
Schedule a dashboard review with new customer within 2 weeks of them joining
Manage monthly supply reviews
Booking services
Call outs to our customers to support events, trainings etc.
Call scoring will be measured as 80% or above for 80% of the monthly calls
Understand the program to manage basic questions with correct/consistent answers
Identify marketing and/or business service opportunities, through customer contact and communicate to the corresponding internal or external support staff
Make required outbound calls per day
Increase program knowledge for members and increase booking of services.
Promote new programs and benefits
Comply with utilization of templates of emails and outbound calls for consistent messaging
Maintain strong relationships and rapport with existing and new members.
Comply with internal policies and procedures for documenting customer interactions in the Salesforce.com and SAP systems daily
Comply with all local, state and federal laws and requirements
Coordinate and deploy Sonova resources to accounts as needed (e.g., remote training, field sales)
Follow up with existing customers to ensure high quality customer service is being met.
Other duties as assigned
More about you:- 5 years of proven success in a customer service role
Strong desire to succeed
Entrepreneurial spirit with an obsession for providing superior customer service
Detail oriented with a keen ability to understand causes instead of just the effects
Ability to build strong relationships
Analytical and solutions focused
Excellent verbal and written communication skills
Strong ability to manage a wide-range of tasks in an efficient and organized manner
Experience utilizing Salesforce.com application
Strong MS office skills
A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at SonovaDon't meet all the criteria? If you’re willing to go all in and learn we'd love to hear from you!
We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human.If you are offered a job without speaking with someone please contact mailto:wholesale.HR@sonova.com
What we offer: Medical, dental and vision coverage*
Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
TeleHealth options
401k plan with company match*
Company paid life/ad&d insurance
Additional supplemental life/ad&d coverage available
Company paid Short/Long-Term Disability coverage (STD/LTD)
STD LTD Buy-ups available
Accident/Hospital Indemnity coverage
Legal/ID Theft Assistance
PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
Paid parental bonding leave
Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
Robust Internal Career Growth opportunities
Tuition reimbursement
Hearing aid discount for employees and family
Internal social recognition platform
D&I focused: D&I council and employee resource groups- Plan rules/offerings dependent upon group Company/location.
This role's pay range is between: $22 - $32 . This role is also commission eligible/bonus eligible.
How we work:At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management.
We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.
=== Company description
Sonova AG