Customer Support Coordinator

Jabra Hearing Customer Support Coordinator

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

Work 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