Digital Response Agent, M&S Technologies

Hilco Vision•Niles, IL

4h•$22 - $33•Onsite

About The Position

M&S Technologies, a division of Hilco Vision, is searching for a skilled digital response agent to join the team! They will provide consistent, high-quality customer service through assigned digital communication channels. This role responds to customer inquiries, supports order-related needs, and shares accurate product and promotional information. The DRA works within established procedures and service expectations, collaborates with customer service, order management, regulatory, and sales partners as needed, and escalates complex issues to the appropriate resource or supervisor.

Requirements

1-3 years' experience within a customer service or data entry role.
Strong computer and Microsoft Office skills.
Previous experience within a CRM system and/or order entry.
Advanced customer service skills; able to tailor your approach to each individual and scenario in a positive manner and ensuring the customer is receiving the highest level of service.
Able to work both independently and as part of a team.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Respond promptly and professionally to customer inquiries through assigned digital channels, using approved messaging, templates, and processes.
Assist customers with order status, product information, availability, promotions, and other routine service needs within established guidelines.
Accurately document customer interactions, actions taken, and required follow-up in the appropriate systems.
Meet established productivity, quality, responsiveness, and service expectations while maintaining a positive customer experience.
Use sound judgment to resolve routine customer concerns and escalate complex, sensitive, or unresolved matters to a supervisor or designated partner.
Collaborate with customer service, order management, regulatory, and sales teams to obtain information and support timely resolution of customer needs.
Maintain current knowledge of company products, services, promotions, procedures, and approved customer communications.
Follow company policies, regulatory requirements, privacy standards, and applicable quality procedures in all customer interactions.
Participate in training, coaching, and refresher sessions, and apply feedback to improve accuracy, efficiency, and customer service.
Identify recurring customer questions, process gaps, or service issues and share observations with the supervisor to support continuous improvement.
Complete assigned outreach, follow-up, sequences, and other daily work in accordance with team priorities and deadlines.
Perform other related duties as assigned to support department and business objectives.