About the Role

The Customer Support Specialist (CSS) plays a vital role in supporting company’s sales efforts by engaging directly with customers across multiple communication channels. This position is central to the Customer Success team, delivering outstanding service, proactive support, and seamless collaboration across departments—all while continuously seeking ways to improve efficiency and performance.

Location: Aurora, IL | Remote
Schedule: 10:30 AM – 7:00 PM CST

Key Responsibilities

• Assist customers via phone, email, fax, and mail by identifying needs, answering questions, resolving issues, and fulfilling requests

• Maintain accurate customer records, profiles, and database information

• Resolve customer concerns by clarifying issues, researching solutions, offering alternatives, and implementing resolutions

• Escalate complex or specialized inquiries (such as audiology or technical product support) to the appropriate teams when necessary

• Investigate and resolve issues related to orders, shipments, returns, credits, and billing

• Address customer complaints promptly and ensure resolution to customer satisfaction

• Collaborate cross-functionally to deliver a smooth and effortless customer experience

• Consistently meet or exceed defined performance metrics (KPIs)

Qualifications & Skills

• Minimum of 2 years B2B customer service experience or 3 years B2C customer service experience

• High school diploma or equivalent required; some college coursework preferred

• Strong written and verbal communication skills with excellent active listening abilities

• Demonstrates empathy, attention to detail, and strong interpersonal skills

• At least 2 years of experience using SAP; Salesforce experience is a plus

• Intermediate proficiency in Microsoft Excel, Outlook, Teams, Word, and PowerPoint

• Conversational Spanish is preferred

Technical Requirements

• Reliable internet connection with at least 200 Mbps download and 10 Mbps upload speed for remote or hybrid work

Additional Information

Even if you don’t meet every qualification, we encourage you to apply if you’re motivated, eager to learn, and ready to grow.

Applications are accepted only through the official online application platform. Direct applications are required.
The company does not recruit through messaging apps or unofficial channels. Any job offer made without direct human interaction should be reported immediately.

Compensation & Benefits

• Hourly pay range: $20–$25, plus bonus eligibility

• Medical, dental, and vision insurance*

• Health Savings, Health Reimbursement, and Flexible Spending Accounts

• Telehealth services

• 401(k) with company match*

• Company-paid life and AD&D insurance

• Short- and long-term disability coverage

• Paid time off, paid holidays, and a floating Diversity Day*

• Paid parental bonding leave

• Employee Assistance Program with 24/7 mental health support

• Tuition reimbursement and internal career growth opportunities

• Employee and family hearing aid discounts

• Internal recognition and rewards platform

*Benefits and offerings may vary by location and employment group.

Equal Opportunity Statement

The company is an equal opportunity employer and is committed to building a diverse and inclusive workplace. Employment decisions are made without regard to race, ethnicity, religion, gender, sexual orientation, age, disability, genetic information, or any other legally protected status.