Job DescriptionAs a Social Media Engagement Intern, you’ll support customer and patient engagement in Philips Respironics social media channels. This individual will report through the global marketing organization but will work cross functionally with the customer service team. You will monitor first party social media channels for patient and customer inquiries, complaints and insights. You will interact with customers and patients, help ensure compliance, manage regular reporting and learn from company sales and/or service representatives how to handle a variety of pre-sales or post-sales service functions.In addition to the Patient Support Team key areas of responsibility below, the incumbent will be responsible for the following:
INTERACTIONS: Manage and respond to inbound written communication from various platforms, including social media, email, and chat.
SAP TRANSACTIONS: proficient complaint entry and serial number, order, and delivery research
SOCIAL MEDIA MANAGEMENT: satisfactorily utilize social media software to manage cases within required response times.
ESCALATION POINT: Serve as a key contact for international escalations from internal and external customers by directing cases to appropriate points of escalations and confirming resolution.
TRAINING: Mandatory regulatory, product, and system training is required to be satisfactorily completed prior to beginning responsibilities. Ongoing training must be kept current.
Key Areas of Responsibilities
Engage and manage interactions in a highly professional manner and promptly across various platforms, including social media, emails, and chat.
Provide accurate and timely information regarding product features and technical support.
Always maintain a positive and empathetic attitude towards customers, ensuring a high level of customer satisfaction.
Resolve customer issues and complaints by investigating problems utilizing customer service software, tools, and resources to document interactions, track customer issues, and escalate unresolved and clinical matters as needed.
Follow processes to document and follow-up on interactions as required by current documented procedures.
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. Weekends and holidays may be available for candidates balancing academic schedules and work.
Stay updated on company policies, products, and services to provide accurate information to customers.
Identify opportunities for process improvement and contribute to the development of customer service best practices.
Uphold company values and represent the brand professionally in all customer interactions.
Performs a variety of other duties as assigned or requested.
QualificationsEducation/ExperienceYou're the right fit if:
You are currently pursuing or have recently completed degree in communications or marketing
You’re a trusted self-starter and a builder of personal interpersonal relationships, willing to take the initiative and progress projects.
Prior experience in healthcare and/or social media management a plus
You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
Experience with Sprinklr or other social media management platforms a plus.
Experience with SAP a plus.
Experience working in a HIPAA-regulated position a plus.
Other Requirements
Excellent English language verbal and written communication skills, with the ability to convey information clearly and professionally.
Ability to logically analyze and troubleshoot different types of product and customer service inquiries and issues.
Functional knowledge to troubleshoot independently for issues with internet/WiFi, VPN, and other technology.
Proficiency in using MS Windows, and internet browsers (Edge, Chrome), Microsoft Office products (Excel, Outlook, Word, Teams), customer service software, and social media platforms.
Ability to work in a fast-paced and possibly stressful environment while maintaining a professional demeanor.
Ability to work independently and within a team.
Ability to work in a multi-tasking environment.
About PhilipsWe 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.
Read more about our employee benefits.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.Philips Transparency DetailsInternship will be paid based upon scale below:$23 – 26 an hourThe actual base pay offered may vary depending on multiple factors including, job-related knowledge/skills, experience, business needs, geographical location, and internal equity.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 InformationUS 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 Pittsburgh, PAPhilips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.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
