Hours of Operation: We provide support to our client from Tuesday – Friday 1pm-9pm EST, Saturday from 10am -4pm or Monday through Thursday 1pm-9pm and Sunday 10am-3pm EST. Breast Pump Specialists work remotely with equipment supplied provided the required minimum internet speed service is validated. Full-time and part-time shifts are available and assigned based on the availability of the applicant and the needs of our client.

SUMMARY: The Customer Service Representative Breast Pump Specialist is responsible for responding to complex consumer inquiries via phone, text and chat. The Representative will provide information, support, and guidance to breastfeeding consumers, assisting in both the proper operation and maintenance of a personal medical appliance and device. Key points of the role:

• Our contact center provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer.
• We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed.

• This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule. You must adhere to your assigned work schedule and complete each shift in its entirety. While this position is remote, it is not a flexible position where you can adjust your own schedule.
• Candidates must be tech savvy as the product we support is a smart breast pump. Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward.
• Representatives must be skilled at troubleshooting a medical device for mechanical issues, address order and billing questions, website support, general breastfeeding questions and at times document adverse events.
• Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding.
• We consider our representatives on this product a team working together to address the questions, concerns and issues for breast-feeding mothers.
• Our training process is intense and requires self-discipline. The first couple of days requires independent reading to understand the team setup and our client's website and pricing. After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be.

KEY RESPONSIBILITIES:

• Answer incoming phone calls, text, chat and respond to written communication.
• Provide 1:1 counseling on use of breast pump to nursing mothers via telephone.
• Troubleshoot any issues related to the consumer product.
• Provide product information and make recommendations based on consumer’s needs.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Continually maintain working knowledge of all company products, services, and promotions.
• Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.

QUALIFICATIONS:

• Excellent verbal and written communication skills including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving.
• Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations.
• Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical.

EDUCATION and/or EXPERIENCE:

• College degree preferred with minimum of 3 years customer service experience
• Strong computer experience working on multiple software programs
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution
• Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment
• Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat)
• Must be authorized to work in the US without sponsorship

COVID-19 precautions