Customer Experience Center Associate

Role: Customer Experience Center Associate

Industry: Medical Equipment / Healthcare Support

Location (city, state): Hoffman Estates, IL

Assignment Type: Contract, open-ended with potential for permanent hire based on performance

Pay: $23 – $25 / hour

Work Schedule: Fully onsite during training (approximately 3 weeks, Monday–Friday, typically 8:00 AM–5:00 PM or 8:00 AM–6:00 PM). Following training, candidates will select one of the following Monday–Friday shifts based on availability:

• Evening Shift: 2:00 PM–10:00 PM or 3:00 PM–11:00 PM
• Overnight Shift: 10:00 PM–6:00 AM or 11:00 PM–7:00 AM

Includes a one-hour lunch and two 15-minute breaks. Holiday availability is required for most holidays.

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:

Our client is a leading provider of medical equipment and solutions that support healthcare professionals and patient care facilities. Their customer service team plays an important role in coordinating equipment rentals and ensuring healthcare providers receive the resources they need.

Job Description:

We are seeking two dependable and customer-focused Customer Experience Center Associates to join a growing team in Hoffman Estates. In this role, you will handle incoming customer inquiries, coordinate medical equipment rental orders, and help ensure timely delivery and installation. This opportunity is ideal for someone who enjoys helping others, learning new systems, and working independently in a customer-focused environment.

Key Responsibilities:

• Manage incoming customer calls and email inquiries regarding medical equipment rentals, availability, and order status.
• Enter and process rental requests accurately while confirming the necessary information is documented.
• Coordinate equipment deliveries and installations with the appropriate service and logistics teams.
• Use internal systems to track orders, manage requests, and support efficient equipment fulfillment.
• Provide clear, professional guidance to customers regarding products, delivery timelines, and service-related questions.
• Troubleshoot customer concerns and route more complex issues to the appropriate team members.
• Follow up on outstanding requests to help ensure timely resolutions and a positive customer experience.
• Develop working knowledge of a variety of medical equipment and the systems used to coordinate rentals.

Qualifications:

• Approximately 1–4+ years of inbound call center or customer service experience preferred; candidates with strong retail customer service backgrounds will also be considered.
• Excellent verbal and written communication skills with a strong commitment to customer satisfaction.
• Ability to learn product information, processes, and new software systems quickly.
• Comfortable multitasking in a fast-paced environment where call volume may fluctuate throughout the shift.
• Strong attention to detail and the ability to follow through on customer requests.
• Proficiency with Microsoft Office applications.
• Ability to work independently with limited in-person supervision, particularly during overnight hours.
• Willingness to work onsite and accommodate the assigned shift, including most holidays.
• High school diploma or equivalent preferred; educational requirements are flexible.

Perks:

• Opportunity to grow into future training, team lead, or supervisory positions as the department expands.
• Work in a modern office campus featuring walking paths, restaurants, and an onsite gym.
• Gain experience supporting healthcare professionals and coordinating essential medical equipment services.
• Potential to transition into a permanent position based on performance and business needs.

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.

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