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Sr. Service Advisor

Company: Philips
Location: Framingham
Posted on: June 6, 2021

Job Description:

Job Title

Sr. Service Advisor

Job Description

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

Provide world-class customer service to customers, including Subscribers, Caregivers, Payers, Programs, Installers, Referral Sources, Senior Living and internal Lifeline departments.

You are responsible for

  • Respond to phone, mail, electronic, and fax inquiries, requests, compliments, and complaints from key Senior Living accounts and from Lifeline's internal departments by taking full ownership of problem until fully resolved to customer's satisfaction.
  • Conduct activities ranging from administrative, phone support, and data processing tasks as required, to support the full complement of Philips Lifeline's CarePoint service offerings.
  • May actively sell Philips Lifeline CarePoint services and triage upgrade opportunities to the proper acc
  • Special Projects such as tracking and trending and recommending improvements.
  • Responds to first tier escalation, produces reports and manages key relationships.
  • Works closely with Senior Living sales account management team
  • Assist with floor management such as workload management
  • Key contact relationship management and dashboard development
  • Documentation of protocols and processes and training new staff or key accounts

You are a part of

You will be working with a team of customer service reps, technical support, project and sales team at Philips Lifeline.

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

  • High School Diploma
  • Bachelor's degree in business preferred
  • 3 - 5 years of related experience, in Customer Service preferably in PLL

Previous experience working in Subscriber Services preferred as well experience in managing multiple priorities

  • Must be proficient in English. Additional languages a plus.
  • Demonstrate proficiency in oral and written communication skills, including appropriate grammar and spelling.
  • Excellent service etiquette
  • Knowledge of Windows applications, including Word and Excel. Minimum Typing 40 wpm.
  • Ability to navigate through a variety of computer applications
  • Ability to work in a fast-paced, changing, and challenging environment
  • Good problem solving skills and attention to detail
  • Ability to work independently and lead others.
  • Ability to analyze problems and propose innovation (solutions) and implement solutions.
  • Experience working with key accounts
  • Familiar with reviewing customer data, trends and survey results.

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 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

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.

Equal Employment and Opportunity Employer/Disabled/Veteran

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Keywords: Philips, Framingham , Sr. Service Advisor, Other , Framingham, Massachusetts

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