Bilingual Customer Relations Specialist

Job Title

Bilingual Customer Relations Specialist

Job Description

Bilingual Customer Relations Specialist-Oral Health (Nashville, TN)

The role provides world-class customer support via multiple channels to internal and external customers and takes a proactive approach to personally owning and continuously improving the customer experience. You will provide initial response for technical and clinical support, Parts ID, Field, and Bench Repair teams.

Your role:

• 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 upselling and cross selling 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.

You're the right fit if:

• You are fluent in French and English.
• You are calm under pressure, able to de-escalate tough situations and keep customers satisfied.

• 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.
• You are a strong communicator who can handle calls with professionalism and empathy as well as a problem solver who takes ownership and finds effective solutions quickly.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is an office role.

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.
• Learn more about our culture.

Philips Transparency Details

The pay range for this position in Nashville, TN is $22.00-$35.00 per hour.

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.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

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.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.