National Accounts Coordinator

Purpose of role: Sonova USA Inc.is currently seeking a Customer Success Rep III. The Customer Success Representative III will respond to all customer inquiries, concerns and needs in a timely, friendly and professional manner in order to increase customer commitment to Phonak.Our Offer to You:* Improving the quality of life of millions of people suffering from hearing loss* A challenging and motivating assignment as part of a dynamic team* Modern mindset and processes, accommodating flexible working conditions* Opportunities for further responsibilities and support for further training and development* Sonova''s outstanding opportunities and career growthCovid Protocol:Upholding the company values is extremely important to Sonova, we take the health and safety of our employees, patients, customers and their families very seriously. To that end, we have concluded that the best way to ensure the safety of these individuals is to mandate that all of our newly-hired employees be fully vaccinated for COVID-19. Therefore, when considering whether to apply for this position, please know that in order to become employed by Sonova (if otherwise eligible), you must provide satisfactory proof, such as a vaccine card or other documentation, that you are fully vaccinated for COVID-19. You will not be required to provide this proof unless and until you receive a formal job offer from Sonova. Please also know that Sonova will provide accommodations to qualified individuals who cannot receive the COVID-19 vaccination because of a sincerely held religious belief or due to a medical issue or pregnancy.Main Tasks and Responsibities:* In addition to all of the responsibilities of a typical CSII contact center agent, demonstrate the ability to adjust priorities and manage time in a fast paced environment.* Assist with SFDC case management and WFM updates.* Provide individual coaching to support CSI and CSII agent development.* Support the Specialty team as needed including processing credit and rebills.* Create a positive team friendly environment in support of an Effortless Customer Experience.* Analyze team performance for trend analysis to identify training opportunities.* Be available to provide support to ensure contact center runs efficiently* Develop work instructions* Resolve basic customer complaintsEducation and Skillset:* High school diploma or equivalent required* Minimum 2-3 years'' experience- in a customer service environment or relevant work experience* Driven, self-motivated, and results oriented* Passionate about servicing customers* Demonstrated consistency of meeting KPIs* Excellent problem analysis and resolution skills* Strong written/verbal communication* Flexibility and driver of change* Experience with MicroSoft Word and Excel* SAP and Sales experienceWe 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 [Click Here to Email Your Resumé]Sonova is an equal opportunity employerWe team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guaranteeevery person equal treatment in regard to employment and opportunity for employment, regardless of a candidate''s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Created: 2025-09-06