Medela is seeking a 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 year’s 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 & French Canadian (Quebec French)
This position requires an on-site presence in McHenry, IL, five days per week.
What We Offer our Customer Excellence Professional, Consumer Phones (Mom & Baby)
Excellent salary and bonus potential
Comprehensive benefits plan, which is affordable to our employees
Minimum one year experience as a call center Customer Service Representative preferred; 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.
Essential Job Responsibilities for the 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 resolve 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 is not a job description. More details will be provided regarding the functions of this position.
At Medela, you will be joining a global community of colleagues, united by the purpose that drives our business: helping people. Medela exists 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.
If you are interested in this opportunity, we are looking forward to receiving your application. For this position, we only consider direct applications - thank you for your understanding.
As an EEO/Affirmative Action Employer, 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.
