Customer Service Rep II

Patient Support Team Customer Service Representative

The max bill rate for this role is $26.60.

This position can be remote. The shift for this role will be Eastern: 3:30 pm to 12:00 am (midnight) (Mountain: 1:30-10:00pm/ Pacific 12:30pm to 09:00 pm).

Patient Support Team Customer Service Representative interacts with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions. Performs, as a skilled worker, non-repetitive Customer Service support tasks, and decides on the method and sequence of work. Information on assignments is not always complete and leaves some scope for own interpretation; makes own choice of approach and chooses from known solutions and based upon own professional knowledge, HOW to best carry out the assignment. The existing procedures give direction on critical points and indicate a processing sequence. Duration of assignments vary from a few days to a week. Operates relatively autonomous within procedures, methods, and techniques. Completes work with some degree of supervision. Serve as the first point of contact for patient/end-user inquiries. Capacity to work through common troubleshooting and product inquiries.

In addition to the Patient Interaction Team key areas of responsibility below, the incumbent will be responsible for the following:

• SAP TRANSACTIONS: Is the expert on SAP transactions
• ESCALATION POINT: Serve as a key contact for escalations from internal and external customers and in assisting, managing and bringing resolution to special requests.
• KNOWLEDGE: Act as an expert on all SAP transactions, work instructions and processes used by the team. Share knowledge by training and/or assisting with training on procedural changes and improvements. Create tools/reference sheets for the team/ new hires. Work with the training department to write and test Work Instructions and BPIs.
• JUDGEMENT: Critically think of existing procedures and implement improvements; find solutions to proactively avoid potential errors/ complaints for the team. Validate new procedures to be implemented on the team. Evaluate solutions and make decisions based on quality policies and customer satisfaction.
• TRIAGE: Manage inbound written and phone communication that require escalation for resolution. One contact for internal and external customers.

Patient Interaction Team Key Areas of Responsibilities:

• Respond in a highly professional manner to incoming calls, emails and other social media requests for general and technical support in a timely fashion.
• Identify and troubleshoot common issues with the goal of increasing customer satisfaction.
• Escalate clinical questions to the Clinical Patient Support Specialist.
• Follow processes to log calls as required by current documented procedure, BPI's, and WI's and call handling.
• Document and follow-up on all after-hours voicemails, emails, and contacts as required by documented quality system procedures such as BPI and WI's.
• Provide coverage as specified and scheduled by management – follow current guidelines and directives on response time. Hours of operation are subject to change based on customer needs.
• Performs a variety of other duties as assigned or requested.

Education and Experience:

• Associates Degree or relevant training/background experience
• 1-3 years of Customer Service Experience
• Knowledge of Philips Respironics medical and software equipment a plus
• Other: Excellent verbal and written communication skills.