Customer Service Representative

5 days ago

McHenry, Illinois, United States MRA - The Management Association Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Representative to join our team at MRA - The Management Association. As a key member of our customer support team, you will be responsible for providing exceptional phone-based support to our customers, specializing in resolving issues and assisting with troubleshooting breast pump equipment and techniques.

Key Responsibilities
  • Provide professional and courteous phone support to customers, resolving issues and answering questions in a timely and efficient manner.
  • Actively participate in continuous improvement initiatives to enhance the quality of service and customer interactions.
  • Promptly and accurately handle phone calls, considering the best interests of MRA - The Management Association and our customers.
  • Conduct detailed product resolution specific to warranty guidelines.
  • Document customer interactions and report suggestions and complaints, including any instances 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 and achieve first call resolution.
  • Represent MRA - The Management Association professionally, avoiding negative or misleading information or connotation.
  • Adhere to the Customer Service Attendance Standard guideline.
  • Must be able to read, understand, and communicate in English.
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.
About MRA - The Management Association

MRA - The Management Association is a global community of colleagues united by the purpose of helping people. We exist to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions. Our employees are empowered to serve this purpose in a family-owned company that is growing rapidly around the world. 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.

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