On-Site Digital Support Specialist

The-Hilsinger-Company-Parent,-LL; Niles (IL); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Weekly pay

Medical, dental, and vision coverage

Paid time off

401K Savings plan

Robust EAP program

Employee referral bonus

PPE provided by organization

Job summary

Hilco Vision is seeking a Digital Response Agent (M&S Technologies division) for its on-site team in Niles, IL. The role handles digital inquiries, manages orders, and provides accurate product information to customers.

Ideal candidates have 1–3 years in customer service or data entry, solid MS Office and CRM experience, and a collaborative, client-focused mindset. Department runs M-F, 8am-5pm with on-site support and growth opportunities.

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

Skills

Customer service

Data entry

Microsoft Office

CRM system

Order entry

Team player

Education

Bachelor's degree

Tools

CRM software

Job description

Hilco Vision is seeking a Digital Response Agent (M&S Technologies division) for its on-site team in Niles, IL. The role handles digital inquiries, manages orders, and provides accurate product information to customers.

Ideal candidates have 1–3 years in customer service or data entry, solid MS Office and CRM experience, and a collaborative, client-focused mindset. Department runs M-F, 8am-5pm with on-site support and growth opportunities.