Philips Service Transitions Specialist in Framingham, Massachusetts

• Serve as Philips Lifeline’s face and single point of contact to our key business partners and KAMs acting both as an internal resource for the KAMs and serve as a problem solver for our business partners. This position requires inbound calls as well as outbound calls and relationship building with our business partners. The Customer Service/Transition Representative must be compassionate, thorough, efficient, productive and deliver exceptional service and quality.

• Respond to phone, mail, electronic, and fax inquiries, requests, compliments, and complaints from Lifeline’s key accounts and from Lifeline’s internal departments by taking full ownership of problem until fully resolved to customer’s satisfaction. Handles more complex issues

•Work with Progressive (outside installation network) coming up with swaps schedules etc

•Work (cross functional) with the Program Services team to assist with Phone queue and projects as needed.

• Occasional site visits for training and co-ordination of transitions

In this role, you have the opportunity to

Perform as a Customer Service/Transition Representative, demonstrating the highest level of proficiency in providing world-class customer service, sales & service to Philips Lifeline’s customers, primarily its channel business to business partners but also includes extensive interaction with internal Key Account Managers (KAM), Subscribers, Caregivers, Payers, Installers and to internal Lifeline departments.

Shift: 9:30am to 6:30pm Monday thru Friday

You are responsible to

  • Serve as Philips Lifeline’s face and single point of contact to our key business partners and KAMs acting both as an internal resource for the KAMs and serve as a problem solver for our business partners. This position requires inbound calls as well as outbound calls and relationship building with our business partners. The Customer Service/Transition Representative must be compassionate, thorough, efficient, productive and deliver exceptional service and quality.

  • Respond to phone, mail, electronic, and fax inquiries, requests, compliments, and complaints from Lifeline’s key accounts and from Lifeline’s internal departments by taking full ownership of problem until fully resolved to customer’s satisfaction. Handles more complex issues

  • Work with Progressive (outside installation network) coming up with swaps schedules etc

  • Work (cross-functional) with the Program Services team to assist with Phone queue and projects as needed.

  • Occasional site visits for training and co-ordination of transitions

  • Work (cross functional) with the Program Services team to assist with Phone queue and projects as needed.

You are a part of

Of the Program Services customer service department based in the Framingham, MA office for Philips Lifeline.

To succeed in this role, you should have the following skills and experience

  • 3 plus years of Philips Lifeline customer service experience required

  • HS or GED required College degree a plus

  • Strength in MS office products

  • Previous experience with dealing with business to business customers a plus

  • Attention detail should be an area of strength

In return, we offer you

The ability to build the strength of the customer service dept with our B2B customers as well as continue to learn how other depts work within Lifeline

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 at http://www.philips.com/b-dam/corporate/corporateblog/2016/PhilipsChronicDisease_5.jpg . Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page at http://www.philips.com/a-w/careers/healthtech/working-at-philips/working-at-philips.html on our career website, where you can read stories from our employee blog at http://www.usa.philips.com/a-w/our-people/life-at-philips.html . Once there, you can also learn about our recruitment process at http://www.philips.com/a-w/careers/healthtech.html , or find answers to some of the frequently asked questions at http://www.philips.com/a-w/careers/healthtech/faq.html .

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.