Bilingual Customer Service Representative, Phones (Mom & Baby)

Bilingual Customer Service Representative – Phones (Mom & Baby)

This is an on-site position at Medela in McHenry, IL, with the potential to work remotely after the training period.

Your Experience/Who You Are

• You view yourself as a customer service professional on the phone, having experience resolving issues and assisting customers troubleshoot, in English and French or Spanish
• You have a warm, professional communication style
• You have a minimum of one years’ experience in a call center position
• You thrive on having call quotas and routinely meet the goal statistics
• You have a reputation for keeping accurate, detailed records of your customer interactions in CRM software
• You possess the fine art of balancing the quality of the call with the quantity
  
  

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

This is a position working onsite during the training period in McHenry, IL, with the potential to work remotely.

Education And Critical Skills/Experience – Bilingual Customer Service Representative

• Minimum one year experience as a Customer Service Representative preferred; measured by metrics desired
• Experience working with customers in a phone setting and able to read, write, understand, and communicate in English and French/Spanish
• 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 – Bilingual Customer Service Representative

• 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, documents customer interaction and reports suggestions and complaints including any instance of injury
• Collects and maintains customer records as part of the customer relations management software
• Investigates and resolves product and return inquiries
• Routinely achieves department metrics
• Research order fulfillment requests and investigates status inquires
• 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
• Complies with all federal, state, and local laws and regulations
• Follows all Company rules and regulations, including health and safety rules
• Successfully interacts with employees at all levels
• Regular, reliable performance of all job duties
• Travel as may be required to meet business and customer expectations
• Performs all other duties as assigned or as may be required from time to time
• Must be able to read, understand and communicate in English
• Apply principles of logical thinking to solve practical problems
  
  

Caring has always guided everything we do at Medela. As a family company, you could even say it’s in our DNA. Over the last 60 years, our company has been devoted to the science of making the most delicate form of care simple, intuitive, and effective. Across different stages of life, our products go beyond form and function. They heal, nurture health, and build bonds – building better outcomes through equal parts physics, compassion, engineering, and humanity. And we have been caring for moms and babies, patients, and healthcare professionals for so long, we’ve turned it into a science.

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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