Digital Response Agent, M&S Technologies

Hilco Vision is a global eye care company that combines brands including Bruder® Healthcare dry eye products, M&S Technologies® visual acuity systems, OnGuard® prescription safety frames, Croakies® Eyewear Retainers and B&S optical tools and lab supplies with a distribution and manufacturing platform serving eye care professionals in key global markets including, the USA, Canada, UK, Germany, Australia, China Belgium, and the Netherlands. Hilco Vision’s portfolio includes Prescription Safety, Lens care, Eyewear Accessories, Lab & Dispensing Products, Dry Eye Solutions, Vision Testing Equipment, Pharmaceuticals, and Diagnostic Exam & Surgical Supplies.

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.

This role is on-site in Niles, IL, M-F 8am-5pm. 

If you’re hungry and up for the challenge, we’d like to hear from you.

Please note that we are not able to consider candidates requiring sponsorship for this role.

Qualifications:

• 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. 
• 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.

Benefits

• Weekly pay
• Medical, dental, and vision coverage
• Paid time off
• 401K Savings plan
• Robust EAP program
• Employee referral bonus
• PPE provided by organization

Pay Range

$22-33/hr. 

The pay range listed for this position is the annual base salary range the organization reasonably and in good faith expects to pay for this position at this time. Actual compensation is determined based on several factors, that may include seniority, education, training, relevant experience, relevant certifications, geography of work location, job responsibilities, or other applicable factors permissible by law.