Customer Service Representative – Consumer Phones (Mom & Baby)

This is a temporary position located at Medela in McHenry, IL.

Monday – Friday 8:30 a.m. – 5:00 p.m. (100% Onsite)

Your Experience/Who you are:

You consider yourself a customer service professional with experience in phone-based support, specializing in resolving issues and assisting customers with troubleshooting breast pump equipment and techniques.
You have a minimum of one year's experience in a call center position.
You thrive on meeting call quotas and consistently achieve goal statistics.
You possess the fine art of balancing the quality of the call with the quantity.
You are fluent in English & Spanish.
You bring an upbeat and positive attitude, ensuring a pleasant and encouraging experience for every customer interaction.
You are open to a long-term temporary position.

If this sounds like you, please go to https://www.medela.com/company/medelacares to learn about us.

This is a temporary position working onsite in the McHenry, IL office each week.

Education and Critical Skills/Experience – Temporary Customer Service Representative, Phones

Minimum one year experience as a 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
Experience working in an environment with global objectives

Main Responsibilities – Temporary Customer Service Representative, Phones

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, document customer interactions 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 inquires
Actively assists in problem solving; achieve first call resolution
Represents Medela professionally. Avoids negative or misleading information or connotation, while striving to stay within the parameters of our policies and procedures
Adheres to the Customer Service Attendance Standard guideline
Must be able to read, understand, and communicate in English