Consumer Service Advisor
Hollister Incorporated - Libertyville, IL
posted 16 days ago
About the position
Join our passionate team as a Consumer Service Advisor where you can live our mission to make life more rewarding and dignified for people by providing exceptional customer service to support our valued customers. We are looking for an individual motivated to provide a great customer experience with a genuine interest in improving healthcare outcomes for our customers. As a Consumer Service Advisor, you'll be the voice of our company, educating consumers about the benefits of our innovative healthcare products and helping them find the solutions they need. Hollister Incorporated is operating in a hybrid-working environment. This role is based in our Libertyville, IL office and the working hours are Monday to Friday, 8 AM to 5 PM CST with a start date of January 2025.
Responsibilities
- Promptly and professionally handle incoming consumer requests and complete outbound requests as required.
- Identify and assess customer needs to effectively troubleshoot issues and proactively position solution.
- Introduce customers to product features/enhancements and demonstrate how they can improve their quality of life.
- Guide consumers through the purchasing process, answering questions, resolving issues.
- Address questions regarding product specifications, sizing, and compatibility.
- Follow appropriate call prompts and scripting to ensure accurate and consistent communication with customers.
- Maintain up-to-date product, process, and systems knowledge to ensure appropriate processes are followed.
- Maintain accurate consumer records within current operating system.
- Actively participate in Quality Coaching with your supervisor and incorporate feedback into consumer conversations.
- Work cross-functionally as needed with teams, including product development and quality, to gather feedback from consumers and contribute to product improvements.
- Attend and actively participate in team meetings as necessary.
- Actively participate in all scheduled customer service or sales training activities.
- Share and participate in best practice sessions with team members.
- Participate in special projects identified by your supervisor.
Requirements
- More than 1 year of overall work experience.
- Demonstrated ability to exercise judgment independently.
- Customer service, inside sales, collections or other call center experience preferred.
- Work related experience in the health care industry preferred.
- Associate's degree required; Bachelor's degree preferred.
- Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications, Salesforce.com, Five9, and Windows-based navigation.
- Consultative selling skills.
- Fluency in English Language (both verbal and written).
Benefits
- Competitive pay.
- Paid time off programs.
- Peer-to-peer recognition.
- Health and life insurance.
- Wellness programs and incentives.
- Generous retirement savings.
- Employee Share Ownership Program (BESOP).
- Medical, prescription, dental, vision, spending/savings accounts.
- Disability, company paid (parental and caregiver) leaves.
- Statutory leaves/disability programs.
- Accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs.
- 401(k) Retirement Savings Plan with auto-enrollment, ROTH, vesting and safe harbor matching contributions.
- 11 paid holidays, paid vacation based on length of service, and sick days based on statutory requirements.
