Customer Support Coordinator

Posted Mar 23

Hi, we’re Jabra Hearing. 

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 us.

We’re a data-thirsty, outcomes-driven group that cares as deeply about our employees as we do our customers. We’re led by a diverse crew of enormously talented thinkers, creators, and doers who are as collaborative as they are compassionate (and passionate). The team at Jabra Hearing includes actors, sommeliers, top-chefs, dancers, black belts, filmmakers and countless four-legged furry sidekicks. 

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 
  1. Scheduling and rescheduling customer appointments;
  2. Processing order cancellations, returns, and warranties;
  3. Providing customers with shipping and order statuses; and
  4. 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 

What you’ll bring.

  • 1+ years of previous experience working in a high-volume call center environment or providing remote (phone/video) customer support
  • Strong written and verbal communication skills, delivered with a friendly and professional tone
  • Demonstrated ability to effectively de-escalate and preempt frustration in customer interactions, fostering positive experiences and resolutions
  • Intermediate to advanced computer skill proficiency and familiarity working with support software; Salesforce experience a plus
  • Comfort working independently and efficiently in a fast-paced, high-touch support environment
  • Strong written and verbal communication skills; ability to read, write, speak, and comprehend English effectively to assist customers via phone, video call, cases, real-time chats, and emails
  • Ability to work one of the following schedules. Please indicate your 1st and 2nd preference within your application.
  1. A: Sunday: 10am - 6pm (ET), Mon, Tue, Thu, Fri: 8am - 4pm (ET); OFF: Wednesday & Saturday
  2. B: Saturday: 10am - 6pm (ET); Mon, Tue, Wed, Fri: 8am - 4pm (ET); OFF: Sunday & Thursday
  3. C: Saturday & Sunday: 10am - 6pm (ET), Mon, Tue, Fri: 8am - 4pm (ET); OFF Wednesday & Thursday
  4. D: Monday - Friday: 8am - 4pm (ET); OFF Saturday & Sunday

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 and contribute generously to it. Adding a new member to your family? We also provide 12-weeks paid parental leave.
  • Fill that well! Whether you check out America’s natural treasures or just veg out on your couch, enjoy your paid time off. 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.

GN Consumer Hearing Corporation dba Jabra Hearing is an equal opportunity employer and participates in E-Verify. If you receive an offer of employment from Jabra Hearing, you will need to go through the E-Verify process of digital verification of your employment authorization documents as provided on the Form I-9. Participation in E-Verify does not limit your right to work and verification will only be completed after you become an employee with Jabra Hearing.

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