Consumer Service Advisor - Libertyville, IL

Consumer Service Advisor - Libertyville, IL

Join our passionate team as a Consumer Service Advisor where you can live our mission to make life more rewarding and dignified for people by providing exceptional customer service to support our valued customers. We are looking for an individual motivated to provide a great customer experience with a genuine interest in improving healthcare outcomes for our customers. As a Consumer Service Advisor, you'll be the voice of our company, educating consumers about the benefits of our innovative healthcare products and helping them find the solutions they need. If you're passionate about making a difference in people's lives and thrive in a fast-paced call center environment, we'd love to hear from you! This position is based in Libertyville, IL with an onsite requirement of 4 days in office weekly.

Responsibilities:

• Service Execution 90% Promptly and professionally handle incoming consumer requests and complete outbound requests as required. Identify and assess customer needs to effectively troubleshoot issues and proactively position solution. Introduce customers to product features/enhancements and demonstrate how they can improve their quality of life. As needed, guide consumers through the purchasing process, answering questions, resolving issues. Address questions regarding product specifications, sizing, and compatibility. Follow appropriate call prompts and scripting to ensure accurate and consistent communication with customers. Maintain up-to-date product, process, and systems knowledge to ensure appropriate processes are followed. Maintain accurate consumer records within current operating system. Actively participate in Quality Coaching with your supervisor and incorporate feedback into consumer conversations.
• Additional Responsibilities 10% Work cross-functionally as needed with teams, including product development and quality, to gather feedback from consumers and contribute to product improvements. Attend and actively participate in team meetings as necessary. Actively participate in all scheduled customer service or sales training activities. Share and participate in best practice sessions with team members. Participate in special projects identified by your supervisor.

Essential Functions of the Role:

• Respond to inquiries with professionalism, empathy, and accuracy.
• Serve as the primary point of contact for customers via phone, email, and chat.
• Clearly explain products, services, and policies to customers.
• Resolve customer concerns efficiently and document all interactions in the system.
• Maintain detailed and accurate records of calls, complaints, and resolutions.
• Adhere to HIPAA and other regulatory guidelines when handling sensitive information.
• Navigate multiple software tools simultaneously while on calls.
• Use internal systems (e.g., Brightree, Salesforce, or other CRM platforms) to manage workflows.

Education & Work Requirements:

• Associate's Degree with 0-1 years of related experience
• Education & Work Preferences: Demonstrated ability to exercise judgment independently
• Customer service, inside sales, collections or other call center experience preferred
• Work related experience in the health care industry preferred

Competencies:

• Be Agile - Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles.
• Be Customer Centric - Considers the needs, experiences and feedback of customers in all we do.
• Be People-Focused - Builds trust and collaborates with an inclusive and empathetic approach.
• Be Performance Driven - Operates with an ownership mindset, driving meaningful outcomes.
• Live The Schneiders' Legacy, Our Noble Purpose - Passionately serves Our Mission and Vision, while demonstrating the Immutable Principles.

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 $50,000 - $54,000 yearly. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.

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: 36197