Customer Support Specialist

Job Title

Customer Support Specialist

Job Description

Effective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips*. Employees may request a reasonable accommodation.*Montana employees are currently excluded from this requirement at this time.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.

But it's not just what we do, it's who we are. We are 80,000, wonderfully unique individuals, with two things in common: An unwavering sense of purpose and a relentless determination to deliver on our customers' needs. It's what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.

The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.

In this role, you have the opportunity to make life better

Looking at the challenges the world is facing today Philips' purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, you'll be working towards creating a better and fairer future for all.

As a Customer Solutions Specialist (CSS3), you work in our solutions center to provide customers with a customized experience by thoroughly and efficiently gathering customer information, documenting the customer needs, and educating the customer where applicable regarding their support entitlement.

You are responsible for

• Provides excellent customer support via multiple channels to internal and external customers.
• Serves as the initial contact to technical and Clinical support, Parts ID, Field Engineers and Bench Repair teams.
• Reconfirms customers' needs by asking probing questions.
• Responsible for monitoring and managing functional accounts/queues to ensure Service Level Agreements adherence in the following queues: Customer Call back Onsite Labor, Dispatch Board, Entitlement verification, PO Hold Cancel Cases, Web Case/Contact to Closure C-Connect C3 (Chillers - Cryogen Sales/Installs Uses 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 a positively enhanced customer experience.
• Able to adapt to change or unfamiliar situations in a dynamic setting.

You are part of

Consists of members of the Support Services Operations Team and directly reports to the Support Services Operations Manager.

To succeed in this role, you'll need a customer-first attitude and the following

• Be able to demonstrate a passion for assisting customers with a proven record of providing excellent customer support.
• Skilled at problem solving, decision making, negotiations and ability to navigate complex situations that may involve life-threatening situations for customers in a professional manner.
• Adaptable/flexible - enjoys doing work that requires frequent shifts n direction.
• Works well under pressure and able to operate in a multi-tasking environment.
• Proficient in Microsoft Suite and CRM programs.
• Must willing to work a flexible schedule, including evenings, nights, weekends and holidays.
• People oriented enjoys working closely with other departments to create amazing Customer Experiences.
• Knowledge and experience in a Healthcare environment with a keen sense of urgency.
• 2+ years of customer service/dispatcher experience desired.
• 2+ years of call center experience desired.

In return, we offer you

The ability to collaborate with, learn and grow from colleagues in a highly complex, global organization where you can use your strengths to help drive strategic business initiatives for Philips. Additionally, we provide you a dynamic working environment in an innovative business, paired with a competitive salary, excellent benefits, and a supportive atmosphere where you can sharpen your talents with new challenges and career opportunities. The salary range for this position is: 50K - 55K as base salary.

Our benefits can be found here: https://www.careers.philips.com/na/en/total-rewards-at-philips.

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

Company relocation benefits will not be provided for this position. For this position, you will reside in or within commuting distance to Nashville.

How we work at Philips

Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers. We are embracing an approach wherein we spend more time together than apart - which for full-time employees translates to an average of at least 3 days working from the office and up to 2 days from home - for our hybrid roles.

Hybrid work flexibility means people can meet the changing demands of work and home in the most balanced, productive, and healthy way.

Our hybrid working model is defined in 3 ways:

We believe in the importance of impactful collaboration: There's a certain energy when everyone's in the same room that can heighten idea generation and creative friction needed for problem-solving.

We embrace flexibility: Choosing where, when, and how to work can vary according to task and team schedules. Flexibility isn't office or online, it means choosing the space that works best for you, your teams, and our customers on a case-by-case basis.

We want to be at our best: The way we work, and our workspaces are designed to support our well-being, offer career advancement opportunities, and enable us to be at our best.

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 innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you.

Visit our careers website to explore what it's like working at Philips, read stories from our employee blog, find information about our recruitment process and answers to some frequently asked questions.

Philips Electronics Ltd is committed to treating all people in a way that allows them to maintain their dignity and independence. We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

#LI-PH1

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 Opportunity Employer/Disabled/Veteran

Philips maintains a drug-free workplace