Customer Care Representative

Title: Customer Care Representative III
Location: Alpharetta GA
Duration: 8 Months Contract
 
Job Summary:
·         Customer Care Representatives must be available to work a variety of schedules which include days, mid-days, weekends and holidays.
·         These are 8 Hour shifts with 30 min-1 hour – lunch breaks. We are a 24x7 operational team, and shifts can be scheduled anywhere within that time frame. 
 
Job Description:
·         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. 
·         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 centre 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
 
Experience: 
·         2-5 years of experience in position or specialization. 
 
Education: 
·         High-school/Associates or equivalent experience if applicable. Certification if applicable. 
 
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)
·         Fulfils all designated training requirements
 
If you are available, interested, planning to make a change, or know of a friend who might have the required qualifications and interest, please send the updated resume to srini@apninc.com along with a best time and number to reach you.
 
Your prompt response is highly appreciated.
 
Thanks and have a blessed day ahead. 
 
-
Thanks and Regards,
Srinivas Mallipog
Resource Executive
APN Software Services, Inc (www.apninc.com)
39899 Balentine Drive, Suite 385, Newark, CA 94560
Phone: 510-943-4054 / Fax 510-623-5055 
Email Id: srini@apninc.com

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