changing lives.
In this role, you will…
- Must be able to work outside of core business hours. 8:00am - 6:00pm (WFH Available on those days)
- Must be courteous with strong customer service orientation
- Responsible for effectively, efficiently, and promptly responding to customer enquiries, requests and complaints received via phone, e-mail, or chat to achieve customer satisfaction
- Collaborate with internal and external teams to support consumers, dentists, and orthodontists.
- Experience working in ticket tracking systems (Salesforce Service Cloud, JIRA, or similar)
- Ensure timely resolution to customer contact issue whether it is an email, inbound or outbound call
- Accurately and thoroughly document information in the company’s database(s) about each contact handled (email, inbound and outbound calls), followed defined parameters
- Troubleshoot issues end-to-end—working with the dentist and orthodontist to resolve situations
- Recommend ways to better support consumers, dentists, and orthodontists
- Be alert to trends in requests and issues reported by customers
- Participate in efficient daily workflow processes using operational metrics to gauge performance and ensure timely service
- Participate in a quality program to certify that a high level of accuracy and customer support are consistently being delivered, utilizing NPS as the primary driving metric
- Adapt to changing departmental or job responsibilities
- May be required to support other queues across different departments.
- Interact with customers and fellow employees in a timely, patient, tactful and professional manager
- Handle difficult or sensitive issues following department guidelines
- Propose ideas for procedures and processes to improve service and customer satisfaction, and overall department improvements
- Comply with all safety policies, practices, and procedures
In this role, you’ll need …
EDUCATION and/or EXPERIENCE
- At least 3-5 years proven customer service representative or related experience preferred
- Experience working with Salesforce & SAP highly preferred
- Dental industry experience is an advantage.
- Strong written and verbal communication skills
- Strong interpersonal and customer service skills
- Strong relationship building skills
- Exceptional detail orientation and organization skills
- Strong time management skills
- Ability to grasp and retain processes
- Ability to adapt and effectively function in a constantly changing environment
- Professional attitude, enthusiastic, and reliable
COMPUTER SKILLS
- Intermediate computer knowledge: MS Word, Excel, PowerPoint & CRM
- Ability to learn software applications
- Salesforce & SAP highly preferred
OTHER SKILLS AND ATTRIBUTES
- Independent
- Able to work autonomously
