Consumer Service Advisor (Contract)

We Make Life More Rewarding and Dignified

Location: Libertyville 
Department: Sales 

SUMMARY:

This position will be responsible for facilitating and building ongoing relationships with consumers. The Consumer Service Advisor will interact with consumers through phone and email activity. This position will collaborate with various Secure Start services teams to educate consumers on Hollister ostomy products. The Consumer Service Advisor will be required to deliver superior customer service with every single customer interaction and meet above-standard customer service metrics.

RESPONSIBILITIES:

Daily Responsibilities (email & phone activity) – 90%

• Complete all assigned outbound calls and develop long term customer relationships
• Support inbound Customer Care phone calls through the overflow queue
• Maintain up to date product, process and systems knowledge to ensure appropriate processes are followed
• Maintain accurate consumer records within current operating system
• Follow processes related to Hollister products and Secure Start services
  • Introduce, explain and effectively position Secure Start services
  • Follow required process for outbound call matrix, including all scheduled campaign activities
  • Return voicemails and emails in a timely manner
• During new product launches and database mining activities, actively follow the  process to introduce products to our consenting customers via:
  • Scheduled outbound phone calls
  • Email blasts
• Develop long term customer relationships
  • Actively follow-up via multiple methods of media (includes email, phone and web contact) to maintain customer brand retention
• Actively participate in Quality Coaching with your Supervisor and incorporate feedback into calls
• Document all necessary quality issues in accordance with the prescribed process

  Additional Support – 10%

• Attend team meetings as necessary
• Actively participate in all scheduled customer service training activities
• Share and participate in best practice sessions with team members
• Participate in special projects and pilots identified by your supervisor

QUALIFICATIONS: 

Academic/Credentials/Certifications:

• Associates Degree OR 2-4 years’ experience in a customer service related field
• Work related experience in a consumer market

Specialized Skills/Technical Knowledge:

• Excellent communication skills, verbal and written
• Demonstrated organizational skills with emphasis on multi-tasking
• Detail Oriented
• Results Oriented
• Initiative – ability to drive continuous process improvement
• Strong empathy and listening skills
• Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications and Windows-based navigation

Desirable but not required:

• Bachelor’s Degree
• Salesforce experience
• Cisco experience

Job Req ID: 28793