Bilingual Customer Service Represetative

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

Monday - Friday, 8:30 a.m. - 5:00 p.m.

Starting Pay Rate: $18 per hour

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  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
  
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  You have a warm, professional communication style
  
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  You have a minimum of one years' experience in a call center position
  
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  You thrive on having call quotas and routinely meet the goal statistics
  
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  You have a reputation for keeping accurate, detailed records of your customer interactions in CRM software
  
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  You possess the fine art of balancing the quality of the call with the quantity
  

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  Minimum one year experience as a Customer Service Representative preferred; measured by metrics desired
  
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  Experience working with customers in a phone setting and able to read, write, understand, and communicate in English and French/Spanish
  
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  Strong multi-tasking and computer skills to navigate multiple systems
  
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  Ability to cope with a fast-paced environment
  
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  Ability to resolve issues using problem-solving logic and troubleshooting skills
  
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  Flexible and team-oriented
  
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  Excellent verbal and written communication skills
  
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  Ability to manage multiple conflicting priorities
  
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  Experience working in an environment with global objectives
  

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  Professionally resolves issues by phone in accordance with company policies and procedures
  
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  Actively participates in continuous improvement to systems, identifying opportunities to enhance the quality of service and customer interactions
  
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  Promptly, responsibly, and accurately handles phone calls per the departmental protocol while considering the best interests of Medela and our customers
  
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  Conducts detailed product resolution specific to warranty guidelines
  
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  As part of continuous quality improvement, documents customer interaction and reports suggestions and complaints including any instance of injury
  
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  Collects and maintains customer records as part of the customer relations management software
  
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  Investigates and resolves product and return inquiries
  
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  Routinely achieves department metrics
  
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  Research order fulfillment requests and investigates status inquires
  
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  Actively assists in problem solving; achieve first call resolution
  
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  Represents Medela professionally. Avoids negative or misleading information or connotation, while striving to stay within the parameters of our policies and procedures
  
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  Adheres to the Customer Service Attendance Standard guideline
  
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  Complies with all federal, state, and local laws and regulations
  
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  Follows all Company rules and regulations, including health and safety rules
  
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  Successfully interacts with employees at all levels
  
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  Regular, reliable performance of all job duties
  
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  Travel as may be required to meet business and customer expectations
  
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  Performs all other duties as assigned or as may be required from time to time
  
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  Must be able to read, understand and communicate in English
  
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  Apply principles of logical thinking to solve practical problems