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Customer Care Representative

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Date: Jan 8, 2019

Location: Libertyville, IL, US

Company: Hollister Incorporated

We Make Life More Rewarding and Dignified

Location: Libertyville 
Department: Sales 

SUMMARY:

 

This position will be responsible for fielding and processing all inbound customer (end user/nurse) requests via the inbound customer queue.  This role may require processing product sample requests, documenting quality complaints, transferring customers to another team or redirecting the customer to another resource.  The Customer Care Representative 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 (Inbound phone calls) – 95%

  • Manage all inbound phone calls and requests through the inbound queue, achieving service level metrics
  • Send product samples and schedule follow-up for Consumer Service Advisor Team as necessary
  • Maintain up to date product knowledge to insure appropriate processes are followed
  • Maintain accurate patient records within current operating system
  • Meet all required service metrics and required rubric metrics
  • Document all necessary quality issues in accordance with the prescribed process

 

Additional Support – 5%

  • Process inbound web user requests from Hollister.com (contact us inquiries)
  • Attend joint Secure Start/Customer Service team meetings as necessary
  • Actively participate in all scheduled customer service training activities
    • Attend annual product training
    • Attend all clinical date to educate sessions throughout the year
  • Participate in the on-boarding of new hires
    • Allow new hires to shadow the role and listen on calls

 

QUALIFICATIONS:

 

Academic/Credentials/Certifications:

  • Bachelors degree OR 5+ years’ experience in a customer service related field

Length of Experience:

  • Work related experience in a consumer market preferred

Specialized Skills/Technical Knowledge:

  • Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications and Windows-based navigation
  • 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

Desirable but not required:

  • Associates Degree
  • SAP Experience
  • Salesforce Experience
  • Cisco Experience

 

*IL

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

Job Req ID: 27206


Nearest Major Market: Chicago

Job Segment: Customer Service Representative, ERP, SAP, Cisco, Customer Service, Technology