Customer Support Coordinator

Hi, we’re 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. In three years, we went from a scrappy startup to a leader in the direct-to-consumer hearing care space with the backing of our parent company GN, a global pioneer in intelligent audio solutions, to prove it. We partnered with Jabra (also in the GN Family) to create the Jabra Enhance online hearing business. Leveraging GN's expertise and Jabra's pioneering audio engineering helps us make our hearing care even more accessible and affordable.

About the role.
 

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 will 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. Serving 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. The Customer Support Coordinator reports directly to a Customer Experience Manager on a full-time basis.

What you’ll do.

• Complete inbound work in an omnichannel support environment, with a focus on phone calls but also including 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

• Other duties as assigned

What you'll bring

• 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support

• 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 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; proficiency in Spanish is preferred

• 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
   

Work Schedule:

• This role operates on a 4x10 schedule format, consisting of four 10-hour shifts per week.

• Shifts are scheduled Monday through Saturday, between 8 AM and 8 PM Eastern Time, with typical start times ranging from 8 AM to 10 AM ET.

• Sundays are a consistent day off as our support team is closed.

• You will have three days off per week, with at least two of these days being consecutive.

• During the initial 2-3 weeks of onboarding and training, new hires will follow a Monday-Friday schedule, working five 8-hour days from 10 AM to 6 PM ET, to align with our established training schedule.

A sneak peek at our benefits.
 

● You’re worth it. Our compensation is competitive ($20.00 to $24.00 per hour), and our 401k plan includes a 4% match.

● Take care of yourself and your loved ones. We offer excellent medical, vision, and dental insurance, plus basic life and disability insurance, and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.

● Rest and recharge. Whether you check out America’s natural treasures or just relax at home, enjoy your 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). We encourage time off.

● Be well! Jabra Hearing offers a monthly wellness stipend to support you in prioritizing self-care - covering anything from gym memberships and fitness equipment to vitamins and spa visits.

Disability Accommodation: If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call 978-606-2210. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

GN Consumer Hearing Corporation dba Jabra Hearing is an equal opportunity employer and participates in E-Verify. If you receive an offer of employment from Jabra Hearing, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with Jabra Hearing.

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