Intern-Social engagement-Pittsburgh, PA-Summer 2024

Job Title

Intern-Social engagement-Pittsburgh, PA-Summer 2024

Job Description

Job Description

As 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.

Qualifications

Education/Experience

      You'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 Philips 

We are a health technology company