Senior Recipient Support 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.

Remote  

Senior Recipient Support Specialist

Responsible for providing excellent care and support to AB recipients. Recipient Support Specialists work closely with AB Customer Service, AB field staff, and recipients to provide acute product training, troubleshooting and resolution to product complaints. This team proactively reaches out to newly implanted recipients for product and consumer portal orientation, including rehab portal. A senior recipient support specialist is a subject matter expert in CI support and troubleshooting AB cochlear implants..

Responsibilities:

• Support the Recipient Support Queue which involves both proactive and reactive communication with AB recipients, assisting with troubleshooting, device orientation, access to website/portals/apps. This may be carried out via Teams, Zoom, text, calls, webchat or email. 
• Proactively support AB CI recipients and complete transition from the CICS/Outreach once surgery is completed. 
• Ensure recipients’ success, specifically focused on product orientation, connectivity w/ Bluetooth enabled accessories, ongoing product and accessory use and maintenance, rehab resources, and use of the consumer portal. 
• Probe for satisfaction with current equipment to determine recipient’s need for other equipment, upgrades, second side surgery and/or need to extend service contracts 
• Document recipient interactions and report back to audiologist.
• Increase recipient satisfaction by communicating through their preferred mode of communication. either email, text, call, videochat. 
• Provide help with access to and orientation of the Consumer Portal, myABOnline.com.
• Ensure every interaction with a recipient is productive, pleasant and leads to them becoming a loyal advocate of Advanced Bionics. 
• Adhere to defined KPIs for the team regarding recipient satisfaction, hold times, time to complete actions.
• Subject Matter Expert on the recipient support team.
• Train and coach entry level position holders.
• Responsibility for tier bowler meetings to report on KPI metrics.
• First line for escalation of recipient complaints or questions from entry level team members.

Travelling Requirement: Up to 25%

More about you:

Education

• Bachelor’s Degree or Higher

Nice to Have

• Masters or Doctoral Degree

Work Experience

• Minimum 5 years in CI sales/business and 3+ years of direct CI experience

Nice to Have

• 5+ years in CI sales/business and 5+ years of direct CI experience

Personal Competencies

• Strong organizational and prioritization skills

Social Competencies

• Excellent written and verbal communication skills and presentation skills

Leadership Competencies

Nice to Have

• Previous lead position or mentorship position

Professional Competencies

Nice to Have

• Knowledge of legacy devices and troubleshooting

Language(s)/ Level

• English/ Fluent

Nice to Have

• Spanish or French/ Fluent

IT Skills Strong computer skills:

• MS Office, Salesforce.com

Further Requirements

• Technical experience with cochlear implants 
• Exhibits a high degree of flexibility in adapting to rapidly changing environment

Nice to Have

• Sales experience with cochlear implants

Additional Remarks: Attain and utilize competitor comparison knowledge

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! 

 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 $82,400/yr - $126,600/yr (based on location). This role is also eligible for bonus.  

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.