Customer Service Specialist - Patient Support Team

Philips•Murrysville, PA

43d•$18 - $29•Onsite

About The Position

Customer Service Specialist - Patient Support Team (Murrysville, PA) The Customer Service Specialist within the Sleep & Respiratory Care business interacts with patients, customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Your role: Serve as the first point of contact for Australia and New Zealand patient and customer inquiries primarily through inbound phone calls and emails. May also include white mail, chat, and social media ensuring a high level of customer satisfaction. As part of the Patient Support Team, you will be a member of a high-volume call center, interacting with patients and customers, and ensuring compliance with documentation. Serve as a key contact for escalations from internal and external customers and in assisting, managing, and bringing special requests to resolution. Provide information on our products and services and demonstrate our commitment to customer service by following up on complex patient and customer issues to ensure superior results. Work cross-functionally with the Clinical and Product Support teams to handle a variety of pre-sales or post-sales service functions. Work Hours: Must be available during Australia/New Zealand business hours Monday - Friday 9:00 AM to 5:00 PM AEST/NZT. Shifts will be Sunday through Thursday, 5:00 pm to 1:00 am Eastern Standard Time (7:00 pm to 3:00 am Eastern Daylight-Saving Time.) U.S. holidays may be affected. How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations. This is an office role. About Philips We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. Learn more about our business. Discover our rich and exciting history. Learn more about our purpose. Learn more about our culture. Philips Transparency Details The pay range for this position in Murrysville, PA is $18.39-$29.42/hr. The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity. In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives, may be offered. 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. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. Additional Information US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Murrysville, PA. This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates. Interested candidates are encouraged to apply as soon as possible to ensure consideration. Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.

Requirements

You've acquired 2+ years of experience in a customer service and call center environment. Prior experience in healthcare is a plus.
Ability to logically analyze and troubleshoot different types of product and customer service inquiries and issues.
Proficiency using MS Windows, internet browsers (Edge, Chrome) and Microsoft Office products (Excel, Outlook, Word, Teams).
Functional knowledge to troubleshoot internet/WiFi, VPN, or other technologies independently.
Ability to work in a fast-paced and possibly stressful environment while maintaining a professional demeanor.
Ability to work independently and within a team. Ability to multi-task effectively.
You have an Associate's degree or relevant training/background/applicable experience.
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
You have excellent English language verbal and written communication skills, with the ability to convey information clearly and professionally.
You're a self-starter and willing to take initiative to progress projects.

Nice To Haves

Prior experience in healthcare is a plus.

Responsibilities

Serve as the first point of contact for Australia and New Zealand patient and customer inquiries primarily through inbound phone calls and emails. May also include white mail, chat, and social media ensuring a high level of customer satisfaction.
As part of the Patient Support Team, you will be a member of a high-volume call center, interacting with patients and customers, and ensuring compliance with documentation.
Serve as a key contact for escalations from internal and external customers and in assisting, managing, and bringing special requests to resolution.
Provide information on our products and services and demonstrate our commitment to customer service by following up on complex patient and customer issues to ensure superior results.
Work cross-functionally with the Clinical and Product Support teams to handle a variety of pre-sales or post-sales service functions.

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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