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:  

• 3-5 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 Sonova 

Don'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.