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Customer Care Representative - Service Max ( Alpharetta, GA)

Company: Philips
Location: Alpharetta
Posted on: June 12, 2021

Job Description:

Job Title

Customer Care Representative - Service Max ( Alpharetta, GA)

Job Description

In this role, you have the opportunity to

We welcome you to join Philips Healthcare as an experienced Customer Service Representative. This position requires interaction with customers to provide information in response to inquiries about products and services. Also must be able to handle and resolve complaints. 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.


  • Maintain the service resources' daily schedules and dispatch the resources as service calls are completed.

  • Maintain customer and service resource details, and have clear and concise communications with customers, managers, employees

  • Keeping customers' and resources appraised as to company schedule and requested lead-times.

  • Assign service orders to resources based on system parameters

  • Create and change service orders

  • Monitor and control open service orders and tasks

  • Register indirect activities (eg. illness / training)

  • Escalate Issues (call resources, Customers, managers)

  • Order service parts

  • Professional Phone Manners - superior soft skills

  • Superior communication and documentation skills

  • Active learning with judgment and decision making

  • Ability to organize, coordinate and multi-task

  • Customer first attitude

  • Superior computer, PC and internet skills

  • Works on assignments that are routine in nature, requiring some judgment.

  • Has limited role in decision-making.

  • Strong work ethic with proven dependability

  • Handle exception management, and balance continuously conflicting demands

  • Understand the areas of empowerment and when to escalate through proper channels

  • Knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.

  • Prepares and forwards preliminary paperwork to Returns and Replacements on problem orders/Warranties.

You are a part of

The team works with Service, Sales, and Production leadership to remove barriers and facilitate timely solutions for customer issues.

To succeed in this role, you should have the following skills and experience

  • 2+ years of Industry Experience

  • Demonstrated integrity and commitment to customer satisfaction

  • 2+ years of Customer Service Experience

  • Strong Communication Skills.

  • Proficient in computer skills and programs

  • Pleasant telephone voice/manner, ability to operate office equipment sufficiently to perform the job.

  • High school education or equivalent required, Associate Degree Preferred

  • Ability to work 2nd or 3rd shift in a 24x7 call center environment. Customer Care Representatives must be available to work a variety of schedules which include days, mid-days, weekends and holidays.

  • US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa.

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran



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Keywords: Philips, Alpharetta , Customer Care Representative - Service Max ( Alpharetta, GA), Other , Alpharetta, Georgia

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