Inbound Call Center Representative

This role involves providing crucial patient-focused support as the first point of contact for users of ECG Solutions' heart monitors. Responsibilities include delivering exceptional support via phone or chat, addressing inquiries, resolving concerns, providing technical assistance, and activating devices. The representative will accurately log all interactions and collaborate within the Patient Services department to meet performance goals in a team-oriented environment.

Must Have

• Deliver patient-focused support via phone/chat.
• Address inquiries, resolve concerns, provide technical assistance.
• Accurately log all support interactions.
• Collaborate to meet performance goals.
• High school diploma or GED required.
• 1+ years customer service/product support experience.
• Proficiency in Microsoft Office, strong technical/computer skills.
• Navigate multiple technical platforms, adapt to change.
• Excellent communication, attention to detail, collaborative mindset.
• Demonstrate patience and empathy.

Good to Have

• Experience in a call center
• Experience with Salesforce
• Skills in troubleshooting and providing technical support

Perks & Benefits

• Annual incentive bonus (may be offered)
• Sales commission (may be offered)
• Long-term incentives (may be offered)
• Comprehensive Philips Total Rewards benefits program
• Generous PTO
• 401k (up to 7% match)
• HSA (with company contribution)
• Stock purchase plan
• Education reimbursement

Bring your passion for making a meaningful difference in people's lives to the forefront in this vital role, where you will be the first point of contact for patients using ECG Solutions' heart monitors, providing crucial support and care.

Your role:

• Deliver exceptional, patient-focused support via phone or chat, addressing inquiries and resolving concerns related to services and monitors, including technical assistance and device activation.
• Accurately logs incoming calls, chats, and emails, documenting all support interactions in detail to ensure clear follow-up and effective issue resolution
• Collaborate within the Patient Services department to meet performance goals and maintain a high level of service in a team-oriented environment.
• Initial training/nesting spans 7 weeks, Monday to Friday, 10:00am to 6:30pm CST, under the mentorship of an Educator in a structured, hands-on setting.
• Following training, you will enter a 4-week ramp-up period, working Tuesday through Saturday from 1:00pm to 9:30pm CST with a holiday rotation.

You're the right fit if:

• You have a high school diploma or vocational education or a General Education Diploma (GED).
• You’ve acquired 1+ years of experience in customer service and/or product support; experience in a call center or with Salesforce is a plus.
• Your skills include strong proficiency in Microsoft Office applications, strong technical acumen, and excellent computer skills, along with the ability to efficiently navigate multiple technical platforms simultaneously while adapting to change with ease. Skills in troubleshooting and providing technical support are 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 an excellent communicator with meticulous attention to detail, a collaborative mindset, and the ability to thrive in a dynamic, fast-paced environment. You consistently demonstrate patience and empathy in support interactions, ensuring a positive experience for all.

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.

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 Chicago, IL.

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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.