Consumer Service Advisor - Libertyville, IL (Hybrid)

We Make Life More Rewarding and Dignified

Location: Libertyville
Department:

Summary

The Consumer Service Advisor will be responsible for facilitating and building ongoing relationships with consumers. The Consumer Service Advisor will support consumers through phone 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 consumer interaction and meet above-standard consumer service metrics. Hollister Incorporated is operating in a hybrid-working environment with an onsite requirement of 3 days in office at a minimum weekly.

Responsibilities

Daily Responsibilities (email & phone activity) - 90%

• Answer and support inbound phone calls from consumers
• Complete all assigned outbound calls and develop long term consumer relationships
• 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
  • Coordinate orders between consumers and third party suppliers
  • Educate consumers on skin health and educational resources
  • Return voicemails and emails in a timely manner
  
  
  
  
• Actively participate in Quality Coaching with your Supervisor and incorporate feedback into consumer conversations
• Document all necessary quality issues in accordance with the 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:

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

Desirable but not required:

• Bachelor's Degree
• Salesforce.com experience
• Five9 experience
• Inside sales experience

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, and generous retirement savings.

• The anticipated base pay range for this position is $20 - $25 per hour. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.
• The Company's health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid (parental and caregiver) leaves, statutory leaves/disability programs, accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs.
• The Company's 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants "safe harbor" matching contributions.
• The Company's paid time off benefits include: 11 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status.
• The Company's additional benefits include: education assistance and adoption assistance benefit programs.

About Hollister Incorporated
Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister 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., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 35367