Title: Customer Service Support III
Duration: 12 months
Location: Alpharetta GA 30004
Shift: 2:00pm-11:00pm
Job Description:
Philips Healthtech is seeking a Customer Service Support III for our Alpharetta office.
We are focused on delivering world class customer service. We respond to our customers quickly and efficiently to ensure they receive the correct level of service based on their entitlement. We triage calls by directing customers to the correct technical or clinical resource who can assist them in getting their issues resolved as quickly as possible`.
This candidate is responsible for delivering world-class service to our customers. Clearly communicates with internal and
external customers. Effectively communicates to and receives information from different departments and areas of the
business. Documents and distributes information appropriately. Practices active listening skills. Responds positively to
situations requiring cooperation, courtesy and tact.
Customer Service
Provides a high level of customer service via telephone to internal and external customers.
Takes a proactive role in personally owning the customer support experience
Seeks to improve customer satisfaction
Provides clarification of customer requests and/ or problems
Provides initial response for Tier 2 technical support, Parts Id and Clinical support teams
Investigates customer needs by asking probing questions
Timely escalation of customer satisfaction and product issues as required
Performs self-monitoring of individual calls to ensure customer needs are met
Works with the Credit and Parts departments to ensure products(s) are scheduled and shipped per customer requests.
Expedites orders as necessary
Uses knowledge, tools, and applications to provide customer solutions
Responsible for verification of, and correct documentation relating to external customers request for service
Understands the relationship between individual performance and customer expectations/SLAs
Demonstrates exceptional soft skills in all customer dealings and conveys a positive attitude
Proactive observation of service processes resulting in enhanced customer experience
Ability to adapt to change or unfamiliar situations in a dynamic setting
Job Knowledge, Metrics and Business Results:
Understands the job requirements and customer’s needs. Demonstrates knowledge and skill by successfully completing
assignments in a timely manner. Able to diagnose problems, apply effective solutions and determine follow up actions
with minimum direction.
• SLA’s
• Team and individual resolution rates
• Adherence to work schedule
• Utilization of tools
• Scorecard Results
• Team Customer Satisfaction
• Individual Quality Monitoring
• Team SLA (internal and external)
• TMS Compliance
• Proficiency Measurement
• 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
• Ideas and actions of the individual raise group performance and /or capability
• Takes ownership and displays a positive attitude
• Takes direction and completes assignments
Job Performance:
Handles all calls in a timely manner. Solves customer problems and assists others as required. Successfully completes
required training and demonstrates an understanding of that training.
• Problem solving skills and resourcefulness
• Professional development (including quarterlies, self-evaluation, development plans, etc)
• Timely and successful completion of assigned projects
• Participates in cross functional activity (as needed)
• Fulfills all designated training requirements
• Monthly training compliance
Successful candidates will have:
• Associates degree preferred
• 3 years customer service experience in a call center environment
• Healthcare industry experience and/or medical terminology a plus
• Ability to Multitask
• PC skills
• SAP experience preferred