Customer Relations Specialist Bilingual

About the role

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 a single point of contact for the customer and as a bridge between customer and the organization.

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-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.
• Nurture and maintain relationships with existing and potential customers to drive Net Promoters and Most Often Recommended.

Requirements

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.

Qualifications

This role requires a bilingual candidate (Spanish and English).

Skills

Calm under pressure, able to de-escalate tough situations and keep customers satisfied.

Microsoft Office experience; SAP and SFDC knowledge is a plus.

Benefits

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.

Pay

The pay range for this position in (Nashville, TN) is an hourly rate of $20.00-$31.00 per hour.

Schedule

This role requires an onsite presence in the company's facilities at least 3 days per week.

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.

Company Location

The role is located in Nashville, TN.

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.