Philips Sales and Service Call Center Representative in Stamford, Connecticut

I nbound Sales and Service Call Center Representative

Provide outstanding customer service to external Dental Professional customers and internal departmental partners. Ensure all customer service related issues are handled promptly and professionally for Philips Oral Healthcare customers throughout the US and Canada.

Hours: 11:30-8:00pm M-F

Key areas of responsibility:

The position is primarily responsible for taking incoming calls from customers, and providing support in the areas of: Product Returns, Order Status, Warranty, Safety, Account Balance, Credit, and Customer Service Goodwill. The Customer Service Representative must focus on improving the customer experience, and positively interacting with other departments to resolve customer concerns and complaints. The Customer Service Representative must also be skilled in written and oral communication. The Customer Service Representative is a critical component of the Philips Oral Healthcare support function to our Dental Professional offices. They work in partnership with Fields Sales, and Inside Sales colleagues to ensure the customer experience is positive, professional, and that all customer needs are met.

  • Outstanding customer service measured through Customer Feedback

  • Effective resolution of “Reason for Call” on the first interaction

  • Prompt reporting of product quality or safety trends

  • Acceptable “Goodwill” offerings to Customers who have had poor experiences

  • Talk with customers by phone to provide account balance information

  • Handle return authorizations, changes, additions, and deletions

  • Complete forms for charges for service requested and make change of address records

  • Provide invoice copies and/or statement of accounts as requested

  • Adjust complaints concerning billing or service rendered

  • Refer complaints of service failures to designated departments for investigation

  • Provide outstanding support and service to internal and external customers

  • Establish customer rapport

  • Flexibility in shift times

  • Maintain acceptable attendance

  • Order entry when interacting live with a customer

In addition to the above mentioned responsibilities, this role will be responsible for playing an active Team Lead role from the hours of 5:00pm-8:00pm M-F.

  • Managing all escalations from dental professional offices

  • Oversee a small team of Customer Service Reps. during the evening shift

Our offer

Here at Philips WE ARE Working Together for a Better Tomorrow:

Philips' dedication to enriching lives is reflected in our company, our solutions, and a commitment to our people. Philips products lead to improved healthcare, faster diagnosis and better patient outcomes. Philips employees change lives every day.

We offer you the opportunity to personally contribute to Philips’ achievement of growth objectives and ambition to improve the lives of 3 Billion people a year by 2025.

We are looking for

The successful candidate will possess the following knowledge, skills education and experience:

  • Bachelor's Degree from four-year college or university

  • 2 to 3 years of customer service experience

  • The ability to solve practical problems

  • The ability to type 60-80 WPM

  • Previous experience as a team lead and/or supervisor

  • The ability to work 11:30am-8:00pm Monday-Friday

Call to Action / Contact

Find out more info about Philips at www.philips.com/na/careers .

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

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.

#LI-AH1