at Medela LLC in McHenry, Illinois, United States
Job Description
BILINGUAL CUSTOMER EXCELLENCE PROFESSIONAL, PHONES (Mom & Baby Division)
Onsite, Monday Friday, 8:30 a.m. 5:00 p.m.
Before you apply, please learn about us and what we do.
Are we right for you? Are you right for us?
Please go to https://www.medela.com/company/medelacares to learn about us.
Medela is seeking a Bilingual Customer Excellence Professional, Consumer Phones (Mom & Baby)
- You view yourself as a customer service professional on the phone, having experience resolving issues and assisting customers in troubleshooting equipment.
- You have a minimum of one years experience in a call center position.
- You thrive on having call quotas and routinely meet the goal statistics.
- You have a reputation for keeping accurate, detailed records of your customer interactions in CRM software.
- You possess the fine art of balancing the quality of the call with quantity.
- You are looking for a company that values its customers and employees.
- You are Bilingual in English & Spanish (French Canadian is a plus)
This position requires an on-site presence in McHenry, IL, five days per week.
What We Offer our Bilingual Customer Excellence Professional, Consumer Phones (Mom & Baby)
- Excellent salary and bonus potential
- Comprehensive benefits plan, which is affordable to our employees
- 401K with match
- Pension Plan
- 16-week Paid Parental Leave
- Generous PTO package, plus 14 paid holidays
- A great place to work!
Education/Experience Requirements Bilingual Customer Excellence Professional, Consumer Phones (Mom & Baby)
- Minimum one year experience as a call center Customer Service Representative; measured by metrics desired.
- Strong multi-tasking, data entry, 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
- Must be able to read, understand, and communicate in English and Spanish
- Ability to manage multiple conflicting priorities.
Essential Job Responsibilities for the Bilingual Customer Excellence Professional, Consumer Phones (Mom & Baby)
- Professionally resolves issues by phone in accordance with company policies and procedures
- Actively participates in continuous improvement to systems, identifying opportunities to enhance the quality of service and customer interactions.
- Promptly, responsibly, and accurately handles phone calls per the departmental protocol while considering the best interests of Medela and our customers.
- Conducts detailed product resolution specific to warranty guidelines.
- As part of continuous quality improvement, documents customer interaction and reports suggestions and complaints, including any instance of injury
- Collects and maintains customer records as part of the customer relations management software.
- Investigates and resolves product and return inquiries
- Routinely achieves department metrics.
- Research order fulfillment requests and investigates status inquiries.
- Actively assists in problem-solving; achieves first-call resolution.
This...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
