This job is closed
We regret to inform you that the job you were interested in has been closed. Although this specific position is no longer available, we encourage you to continue exploring other opportunities on our job board.
Customer Service Representative, Phones (Mom & Baby)
Medela - McHenry, IL
posted 2 months ago
About the position
The Customer Service Representative for Phones (Mom & Baby Care) is responsible for providing exceptional phone-based support to customers, primarily focusing on troubleshooting breast pump equipment and techniques. This role requires a strong commitment to customer satisfaction, meeting call quotas, and maintaining high-quality service standards. The position is full-time, with a day shift schedule from Monday to Friday, and is primarily onsite with potential remote work options.
Responsibilities
- 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.
- Documents customer interaction and reports suggestions and complaints including any instance of injury as part of continuous quality improvement.
- Collects and maintains customer records as part of the customer relations management software.
- Investigates and resolves product and return inquiries.
- Routinely achieves department metrics.
- Researches order fulfillment requests and investigates status inquiries.
- Actively assists in problem solving; achieves first call resolution.
- Applies principles of logical thinking to solve practical problems.
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.
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- Paid holidays
- Paid parental leave
- Paid time off
