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Consumer Service Advisor - Contingent Worker

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Date: Sep 15, 2021

Location: IL, US

Company: Hollister Incorporated

We Make Life More Rewarding and Dignified

Location: Libertyville 
Department: Sales 

Job Title: Consumer Service Advisor

SUMMARY:

 This position will be responsible for facilitating and building ongoing relationships with consumers. The Consumer Service Advisor will 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

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

Hollister Incorporated is an independent, employee-owned company that develops,manufactures, and markets healthcare products worldwide. The company develops and manufactures products for ostomy care, continence care and critical care, and also develops educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, it 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 (JDS Inc), a 100 year old company. Hollister is guided by the shared Mission of JDS Inc, to make life more rewarding and dignified for people who use its products and services.  www.Hollister.com 

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


Job Req ID: 29403


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