Customer Relations Specialist
About The Position
Customer Relations Specialist-Oral Health (Nashville, TN) The purpose of the Customer Service Agent job family is to receive, understand, route and handle customer requests that are received via multiple contact channels, including the creation of service work orders and communicating status and solutions to the customer. This family functions as single point of contact for the customer and as a bridge between customer and the organization. Your role: Take inbound customer service calls and provide accurate, satisfactory answers to Dental Professional questions and concerns. Take ownership to determine customers’ requirements and recommend appropriate solutions. Effectively multitask while engaging with customers on the phone by properly utilizing resources and tools to drive a one call resolution. Enter orders accurately and efficiently utilizing our order entry tool and applications. Properly upsell and cross selling products. Effectively complete warranties, exchanges and returns in a timely manner. Properly process account payments including credit and debit memos submissions. Properly de-escalate situations involving dissatisfied customers, offering assistance and support towards an acceptable resolution through effective questioning and troubleshooting. Nurture and maintain relationships with existing and potential customers to drive Net Promoters and Most Often Recommended.
Requirements
- You are calm under pressure, able to de-escalate tough situations and keep customers satisfied.
- No prior experience is required; customer service experience handling high-volume calls and resolving issues is preferred.
- Your skills include Microsoft Office experience; SAP and SFDC knowledge is a plus.
- You have a High School Diploma or vocational certification required; Bachelor’s Degree preferred.
- You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
- You are a strong communicator who can handle calls with professionalism and empathy as well as a problem solver who takes ownership and finds effective solutions quickly.
Nice To Haves
- customer service experience handling high-volume calls and resolving issues is preferred.
- SAP and SFDC knowledge is a plus.
- Bachelor’s Degree preferred.
Responsibilities
- Take inbound customer service calls and provide accurate, satisfactory answers to Dental Professional questions and concerns.
- Take ownership to determine customers’ requirements and recommend appropriate solutions.
- Effectively multitask while engaging with customers on the phone by properly utilizing resources and tools to drive a one call resolution.
- Enter orders accurately and efficiently utilizing our order entry tool and applications.
- Properly upsell and cross selling products.
- Effectively complete warranties, exchanges and returns in a timely manner.
- Properly process account payments including credit and debit memos submissions.
- Properly de-escalate situations involving dissatisfied customers, offering assistance and support towards an acceptable resolution through effective questioning and troubleshooting.
- Nurture and maintain relationships with existing and potential customers to drive Net Promoters and Most Often Recommended.
Benefits
- Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
