Call Center - Part-time (7:30-11:30 AM)

Company Name:
A Medela Customer Service Representative is the voice of the company to our customer and serves as a customer advocate. A Medela Customer Service Representative is required to be caring, knowledgeable, and respectful as they assist internal and external customers over the phone, in writing, or in person.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
1. Encourages, supports, and promotes customer service best practices, department morale, and the Customer Service mission statement. Our mission is to recognize and embrace the partnership with all customers and to without fail, remain passionate as we provide only caring, knowledgeable, and respectful service.
2. Professionally resolves issues by telephone, fax, mail, and e-mail in accordance with company policies and procedures. Maintains that consistently answering telephone calls is the priority.
3. May serve as back-up to E-mail, EDI or Order Entry Customer Service Representative.
4. Utilizes customer service best practices, is respectful, and has a caring attitude to assist, support and troubleshoot with all customers.
5. Represents Medela professionally by answering questions simply and factually. Avoids negative or misleading information or connotation, while striving to stay within the parameters of our policies and procedures.
6. Promptly and accurately enters orders and resolves pricing or merchandise discrepancies within 2 business days.
7. Fairly and responsibly authorizes returns and corrects any occurrence of error while considering the best interests of Medela and our customers.
8. Closely follows company and departmental procedures in processing transactions to ensure consistency, accuracy and quality.
9. As part of continuous quality improvement, documents customer interaction and reports suggestions and complaints including any instance of injury.
10. Collects and maintains customer records, accounts, and prospective customer leads as part of the customer relations management.
11. Investigates and resolves basic accounting questions including, but not limited to, open balance amounts, status of credit memos, producing statements, re-printing invoices, and payment history.
11. Actively prioritizes workload, multi-tasking proficiency, and seeks additional tasks and projects while increasing knowledge base of Medela products and applications.
12. All Employees are responsible for regular and reliable attendance, learning and complying with all safety and health rules and regulations for their work areas; This includes but not limited to: Reporting all incidents and injuries; Supporting the company in providing a safe place to work; Protecting yourself, co-workers and equipment from damage or injury; Cooperating and assisting in incident investigations; Using all appropriate personal protective gear, including seatbelts as required by your job; Practicing sanitary health habits; Following emergency procedures and instructions as needed regarding the specific situation.
This job has no supervisory responsibilities.
High school diploma or general education degree (GED)
Minimum of 2 years previous inbound call center experience
Advanced computer skills
Ability to cope with a fast pace environment.
Team player
Ability to work independently
Ability to multi task

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