Consumer Service Advisor

We Make Life More Rewarding and Dignified 

Location: Libertyville 
Department: Sales 

Summary
Join our passionate team as a Consumer Service Advisor where you can live our mission to make life more rewarding and dignified for people by providing exceptional customer service to support our valued customers. We are looking for an individual motivated to provide a great customer experience with a genuine interest in improving healthcare outcomes for our customers. As a Consumer Service Advisor, you'll be the voice of our company, educating consumers about the benefits of our innovative healthcare products and helping them find the solutions they need. Hollister Incorproated is operating in a hybrid-working environment. This role is based in our Libertyville, IL office and the working hours are Monday to Friday, 8 AM to 5 PM CST with a start date of January 2025.

Responsibilities

Service Execution – 90%

• Promptly and professionally handle incoming consumer requests and complete outbound requests as required.
• Identify and assess customer needs to effectively troubleshoot issues and proactively position solution.
• Introduce customers to product features/enhancements and demonstrate how they can improve their quality of life.
• As needed, guide consumers through the purchasing process, answering questions, resolving issues.
• Address questions regarding product specifications, sizing, and compatibility.
• Follow appropriate call prompts and scripting to ensure accurate and consistent communication with customers.
• Maintain up-to-date product, process, and systems knowledge to ensure appropriate processes are followed.
• Maintain accurate consumer records within current operating system.
• Actively participate in Quality Coaching with your supervisor and incorporate feedback into consumer conversations.

Additional Responsibilities– 10%

• Work cross-functionally as needed with teams, including product development and quality, to gather feedback from consumers and contribute to product improvements.
• Attend and actively participate in team meetings as necessary.
• Actively participate in all scheduled customer service or sales training activities.
• Share and participate in best practice sessions with team members.
• Participate in special projects identified by your supervisor.
   

Essential Functions of the Role

• Ability to communicate effectively verbally and through electronic media.
• Ability to wear a headset.
• Ability to sit for long periods of time (6-8 hours).
• Ability to work greater than 40 hours if need arises.
• Goal oriented; Self-starter with ability to work within a team.
• Ability to operate under compliance guidelines associated with being in a healthcare environment.

Work Experience Requirements

• Number of Overall Years Necessary: >1 year
• Demonstrated ability to exercise judgment independently
• Customer service, inside sales, collections or other call center experience preferred
• Work related experience in the health care industry preferred

Education Requirements

• Associate’s degree required. Bachelor’s degree preferred.

Specialized Skills/Technical Knowledge

• Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications, Salesforce.com, Five9, and Windows-based navigation.
• Consultative selling skills 
• Fluency in English Language (both verbal and written)

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: 33812