Customer Care Representative - Service Max ( Alpharetta, GA)
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
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
Has limited role in decision-making.
Strong work ethic with proven dependability
Handle exception management, and balance continuously
Understand the areas of empowerment and when to escalate through
Knowledge of product line, prices, delivery time, drop ship
items, various marketing promotional services, and similar data, as
- 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
To succeed in this role, you should have the following skills
2+ years of Industry Experience
Demonstrated integrity and commitment to customer
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
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
- US work authorization is a precondition of employment. The
company will not consider candidates who require sponsorship for a
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
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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