Duration: 8-9 months with possible extension
Location: Alpharetta, GA 30004
Customer Care Representatives must be available to work a variety of schedules which include days, mid-days, weekends and holidays.
2-5 years of experience in position or specialization. Education: High-school/Associates or equivalent experience if applicable. Certification if applicable. Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. First point of customer contact for general inquiries like pricing, products, scheduling etc. Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty.
Customer Care Representative III
As the first point of contact for our customers, we are highly focused on improving the quality of patients’ lives by quickly connecting care providers with solutions. We continuously strive to be an essential part of the Philips experience by providing an extraordinary customer experience through an energized and inspired team. As a Customer Care Representative working in our solutions center environment, you will provide the customer with a personalized experience by thoroughly and efficiently gathering customer information, documenting the customer needs, and educating the customer where applicable regarding their support entitlement.
An ideal candidate for this role will be an expert in delighting our customers and will possess the Heart and Commitment for assisting people with a proven record of delivering world-class customer support.
Successful candidates will possess the following highly desired qualifications:
Demonstrated integrity and commitment to customer satisfaction and a passion for excellence while servicing customers
Basic knowledge of the healthcare organization, products and/or services
Superb organizational skills and attention to detail
Works well under pressure and able to operate in a multi-tasking environment
Strong communication/listening skills with a positive "can-do" attitude
Proficient in computer skills and programs
Typing speed of 60+ WPM
Associates degree or Higher preferred
Degree in Engineering preferred
Experience in Healthcare environment preferred
Customer Support
Provides world class customer support via multiple channels to internal and external customers
Takes a proactive role in personally owning and continuously improving the customer experience
Provides initial response for technical and Clinical support, Parts ID, Field and Bench Repair teams
Reconfirms customers’ needs by asking probing questions
Performs self-monitoring of individual calls to ensure you are providing the highest level of world class customer support
Uses knowledge, tools, and applications simultaneously to quickly connect care providers with solutions
Responsible for verification of, and correct documentation relating to internal/external customers request for service
Understands the relationship between individual performance and customer expectations
Demonstrates exceptional soft skills in every customer interaction by conveying a positive attitude
Proactive observation of internal processes submitting suggestions that will result in an positively enhanced customer experience
Ability to quickly adapt to change or unfamiliar situations in a dynamic setting
Job Knowledge, Metrics and Business Results:
Service Level Agreement
Utilization of Remote Support Engineers
Adherence to work schedule
Team Customer Satisfaction
Individual Quality Monitoring
Training Compliance
Adherence to internal processes
Teamwork:
Functions as an active member of the team and shares knowledge and experience to resolve customer issues
Active participation as a team member
Communicates with and helps others resolve issues
Shares knowledge/expertise with the team
Assumes additional responsibilities to help the overall success of the team
Viewed by co-workers as an accessible and dependable resource
Takes ownership and displays a positive attitude
Eager to win by taking an outside in perspective to serve our customers
Team up to excel by being willing to learn, able to improve and open to develop
Job Performance:
Handles all calls in a timely manner
Successfully completes required training and demonstrates an understanding of that training.
Problem solving skills and resourcefulness
Professional development (including quarterly self-evaluation and development plans)
Timely and successful completion of assigned projects
Participates in cross-functional activity (as needed)
Fulfills all designated training requirements