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Consumer Service Advisor

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 work in a regional capacity, supporting consumers through proactive outbound email and phone activity.  This position will collaborate with the Customer Care Representative to educate consumers on all Hollister products for ostomy and continence care, as well as serve Secure Start enrollees.  The Consumer Service Advisor will be required to deliver superior customer service with every single customer interaction and will be required to meet above-standard customer service metrics.

 

RESPONSIBILITIES:

 

Daily Responsibilities (outbound phone activity) – 90%

  • Complete all assigned outbound calls and develop long term customer relationships
  • Maintain up to date product, process and systems knowledge to insure appropriate processes are followed
  • Maintain accurate consumer records within current operating system
  • Manage all outbound calls and 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 inbound calls or scheduled sample follow-up calls
  • 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
  • Meet all required service level metrics
  • Meet or exceed “quality conversation” metrics
  • Document all necessary quality issues in accordance with the prescribed process

 

Additional Support – 10%

  • Attend team meetings as necessary
  • Collaborate with regional team to identify best practices to support the achievement of regional and team goals
  • Actively participate in all scheduled customer service training activities
  • Travel to or present at UOAA meetings and customer support groups
  • Co-travel in the field as necessary
  • Lead or participate in a special project or research initiative

 

QUALIFICATIONS:

 

Academic/Credentials/Certifications:

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

Length of Experience:

  • 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
  • SAP Experience
  • Salesforce Experience
  • Cisco Experience

 

*Hollister is an EO employer – M/F/Veteran/Disability

*IL

Hollister is an EO employer – M/F/Veteran/Disability

Job Req ID: 26448

Company
Hollister Incorporated
Posted
03/25/2018
Type
Full time
Location
Libertyville, Illinois 60048, US