Assistente de Customer Experience supporting implementation of new clients at Edify. Focused on clarity and organization during onboarding and client transitions.
About the role
- Customer Experience Specialist at DentalMonitoring providing support via multiple channels for their innovative SaaS orthodontic solutions. Collaborating with various teams to enhance customer satisfaction.
Responsibilities
- Handle support tickets and incoming customer support chats/calls/emails
- Expedite issues & communicate outcomes with our customers
- Collaborate with the Implementation Team to onboard new accounts
- Partners with internal departments to handle all technical and support questions to resolve customer issues
- Utilize multiple forms of communication to both internal and external customers, including but not limited to telephone, e-mail, and instant messaging
- Facilitate and coach the customer on best practices and new feature releases
- Alert the customers when modified protocol edits are necessary
- Communicate with internal departments and external customers via multiple forms of communication including but not limited to telephone, email and instant messaging in a timely and accurate fashion
- Collaborate with Customer Support team to provide consultation, training and solutions to under performing accounts
- Update support procedures as needed for internal departments
- Assist the Sales team by funneling new inbound leads via telephone and emails
- Perform other related duties as assigned
Requirements
- Bachelor's degree or equivalent job experience (2+ years of Customer Service experience in a call center environment)
- Capacity to work under pressure, organize and prioritize responsibilities to ensure the most critical issues are prioritized
- Self-sufficient with effective and professional communication skills
- Strong attention to detail
- Excellent interpersonal, editorial and analytical skills
- Ability to think independently and make decisions applicable to the success of the customer and team
- It would be fantastic if Orthodontic clinical experience
- Curious and passionate about new technologies
- Bilingual: French or Spanish is a plus
- Knowledge of Google Suite, CRM/Salesforce, MAC Apple products
Benefits
- Medical, Dental, and Vision Insurance
- Short-Term & Long-Term Disability
- Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
- Basic and Supplemental Life Insurance
- Accident, Indemnity, and Critical Illness Coverage
- 401(k) Retirement Plan
- Paid Time Off (PTO) and Company Holidays
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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