Bilingual Customer Excellence Professional, Mom & Baby Care
This is an on-site position located at Medela in McHenry, IL
Monday - Friday, 8:30 a.m. - 5:00 p.m.
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 bring an upbeat and positive attitude, ensuring a pleasant and encouraging experience for every customer interaction.
This position is working onsite in McHenry, IL office, with the potential to work remotely.
Education and Critical Skills/Experience – Bilingual Customer Excellence Professional
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
Main Responsibilities – Bilingual Customer Excellence Professional
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 inquires
Actively assists in problem solving; achieve first call resolution
Must be able to read, understand and communicate in English
Apply principles of logical thinking to solve practical problems
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.
