Job Title

　　Customer Service Agent (Level 1)-8

　　Job Description

　　 Customer Service Agent (Level 2) - Backoffice Administration

　　Our Customer Service Agent is responsible of Carrying out general activities to support the execution of sales activities.

　　Your role:Take inbound customer service calls and provide accurate, satisfactory answers to Dental Professional questions and concerns.Take ownership to determine customer's 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 sell 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.Properly utilize tools and resources and stay abreast of updates and information to complete daily work tasks.Nurture and maintain relationships with existing and potential customers to drive Net Promoters and Most Often Recommended.Maintain a professional work environment and relationships with customers and colleagues by adhering to Philips behaviors and culture.Maintain service level agreements and customer satisfaction by adhering to schedule, breaks and lunch while following departmental guidelines for time off requests.Log in and available for shift start and throughout shift end. Multi-task to minimize use of ACW and AUX to complete tasks.Properly log in and out of the phone and payroll systems for compliance with company and state laws.May work directly with customers to promote products and solutions to generate and qualify leads to find new sales opportunities.May work cross functionally on projects to drive customer satisfaction.You're the right fit if:

　　Associate's, Bachelor's degree or equivalent combination and/or relevant business experience preferredDesire to advance your career (sales, marketing, etc.)Experience working in a high-volume contact/call center environment.Handling escalated customer facing phone calls and emails.Professional customer service skills (written and oral).Understanding of CRMs to include internal applications/tools to document phone calls.Strong PC skills, including experience using Excel, Office and Outlook.Must be able to work within a Team environment, performance-based culture.Excellent phone skills.Peer-to-peer coaching support or guidance a plus.Ability to multitask while engaging with customers on the phone.Ability to determine customer's requirements and recommend solutions.Ability to use technology but not limited to Skype, Genesys, Teams, Salesforce, SAP, Microsoft suite, etc.You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Office/Remote position.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. Read more about our employee benefits .If you're interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here .

　　 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 Nashville, TN .

　　 #Circa

　　Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.