Job Description:

Customer Service Representative – Consumer Phones (Mom & Baby)

This is a temporary position located at Medela in McHenry, IL. 

Monday – Friday 8:30 a.m. – 5:00 p.m. (100% Onsite)

Your Experience/Who you are:

• You consider yourself a customer service professional with experience in phone-based support, specializing in resolving issues and assisting customers with troubleshooting breast pump equipment and techniques.


• You have a minimum of one year’s experience in a call center position


• You thrive on meeting call quotas and consistently achieve goal statistics.


• You possess the fine art of balancing the quality of the call with the quantity


• You are open to a long-term temporary position.

If this sounds like you, please go to https://www.medela.com/company/medelacares to learn about us.

This is a temporary position working onsite in the McHenry, IL office each week.

Education and Critical Skills/Experience – Temporary Customer Service Representative, Phones

• Minimum one year experience as a Customer Service Representative preferred; measured by metrics desired


• Strong multi-tasking and computer skills to navigate multiple systems


• Ability to cope with a fast-paced environment


• Ability to resolve issues using problem-solving logic and troubleshooting skills


• Flexible and team-oriented


• Excellent verbal and written communication skills


• Ability to manage multiple conflicting priorities


• Experience working in an environment with global objectives

Main Responsibilities – Temporary Customer Service Representative, Phones

• Professionally resolves issues by phone in accordance with company policies and procedures


• Actively participates in continuous improvement to systems, identifying opportunities to enhance the quality of service and customer interactions


• Promptly, responsibly, and accurately handles phone calls per the departmental protocol while considering the best interests of Medela and our customers


• Conducts detailed product resolution specific to warranty guidelines


• As part of continuous quality improvement, document customer interactions and report suggestions and complaints, including any instance of injury


• Collects and maintains customer records as part of the customer relations management software


• Investigate and resolve product and return inquiries


• Routinely achieves department metrics


• Research order fulfillment requests and investigates status inquiries


• Actively assists in problem solving; achieve first call resolution


• Represents Medela professionally. Avoids negative or misleading information or connotation, while striving to stay within the parameters of our policies and procedures


• Adheres to the Customer Service Attendance Standard guideline


• Must be able to read, understand, and communicate in English

This is not a job description. More details will be provided regarding the functions of this position.

At Medela, you will be joining a global community of colleagues, united by the purpose that drives our business: helping people. Medela exists to advance human health and well-being through knowledge-based and innovative human milk and medical vacuum solutions.
 

Our employees are empowered to serve this purpose in a family-owned company that is growing rapidly around the world. We value intensive exchanges, diverse perspectives, and unbureaucratic decisions. You will have the opportunity to develop at an international level, and witness the direct impact your work has on our company’s success.
 

If you are interested in this opportunity, we are looking forward to receiving your application.
For this position we only consider direct applications - thank you for your understanding.

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, citizenship, sex, protected veteran status, age, physical or mental disability, medical condition, HIV/AIDs status, marital status, domestic partner status, sexual orientation, gender identity (transgender status), weight, height or any other characteristic protected by federal, state, or local law or ordinance.

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