Customer Service Representative

4 days ago

McHenry, Illinois, United States Medela Full time
Job Title: Customer Excellence Professional Mom & Baby Care (Consumer Phones)

Job Summary: We are seeking a highly skilled and experienced Customer Excellence Professional Mom & Baby Care (Consumer Phones) to join our team at Medela. As a key member of our customer support team, you will be responsible for providing exceptional customer service to our clients, resolving issues, and assisting with troubleshooting breast pump equipment and techniques.

Responsibilities:

  • Professionally resolve issues by phone in accordance with company policies and procedures.
  • Actively participate in continuous improvement to systems, identifying opportunities to enhance the quality of service and customer interactions.
  • Promptly, responsibly, and accurately handle phone calls per the departmental protocol while considering the best interests of Medela and our customers.
  • Conduct detailed product resolution specific to warranty guidelines.
  • As part of continuous quality improvement, document customer interaction and report suggestions and complaints, including any instance of injury.
  • Collect and maintain customer records as part of the customer relations management software.
  • Investigate and resolve product and return inquiries.
  • Routinely achieve department metrics.
  • Research order fulfillment requests and investigate status inquiries.
  • Actively assist in problem-solving; achieve first call resolution.

Requirements:

  • Minimum one year experience as a Customer Service Representative, measured by metrics desired.
  • Strong multi-tasking and computer skills to navigate multiple systems.
  • Ability to cope with a fast-paced environment.
  • Ability to resolve issues using problem-solving logic and troubleshooting skills.
  • Flexible and team-oriented.
  • Excellent verbal and written communication skills.
  • Ability to manage multiple conflicting priorities.
  • Experience working in an environment with global objectives.

What We Offer:

  • Comprehensive benefits plan, which is affordable to our employees.
  • 401K with match.
  • Pension Plan.
  • 16-week Paid Parental Leave.
  • Generous PTO package, including 14 paid holidays.

About Us:

At Medela, we are a global community of colleagues united by our purpose to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions. We value intensive exchanges, diverse perspectives, and unbureaucratic decisions. You will have the opportunity to develop at an international level and witness the direct impact your work has on our company's success.

Equal Employment Opportunity:

Medela is an EEO/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, citizenship, sex, protected veteran status, age, physical or mental disability, medical condition, HIV/AIDS status, marital status, domestic partner status, sexual orientation, gender identity (transgender status), weight, height, or any other characteristic protected by federal, state, or local law or ordinance.

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