Consumer Service Advisor

We Make Life More Rewarding and Dignified 

Location: Libertyville 
Department: Sales 

Summary

The Consumer Service Advisor will be responsible for facilitating and building ongoing relationships with consumers. This position also supports consumers through phone activity and collaborates 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 consumer interaction and meet above-standard consumer service metrics. The working hours for this position are Monday - Friday from 8:00 - 5:00 PM Central. Hollister Incorporated is operating in a hybrid-working environment.
 

Responsibilities

Daily Responsibilities (email & phone activity) – 90%

• Answer and support inbound phone calls from consumers
• Complete all assigned outbound calls and develop long term consumer relationships
• 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
  • Coordinate orders between consumers and third party suppliers
  • Educate consumers on skin health and educational resources
  • Return voicemails and emails in a timely manner
• Actively participate in Quality Coaching with your Supervisor and incorporate feedback into consumer conversations
• Document all necessary quality issues in accordance with the 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 active listening skills
• Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications and Windows-based navigation

Desirable but not required

• Bachelor’s Degree
• Salesforce.com experience
• Five9 experience
• Inside sales experience

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

Our Total Rewards package in aggregate is above market and includes competitive pay, generous paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP). 

Hollister is an EO employer – M/F/Veteran/Disability
Job Req ID: 32995