Job Description

Growing office in Irvine has immediate need for an experienced Customer Support Specialist with dental/medical office related experience.

The ideal candidate is a self-starter who is professional and detail-oriented, an effective communicator, and thrives in a fast-paced environment. 

 IN THIS IMPORTANT ROLE, YOUR DUTIES WILL INVOLVE THE FOLLOWING:

• Resolves product and service issues promptly: communicates directly with the customer immediately after a support issue arises, resolves the concern or delegates responsibility, as needed, to fellow team members.  Ensures satisfactory completion of all requests whether delegated or addressed personally.
• Provides telephone and email support during office hours.
• Opens and maintains customer account information. Ensures accuracy of customer data.
• Processes sales orders and works closely with regional account executives to provide sales and financial reports on a timely basis. 
• Provides training and support for orthodontists and their staff as part of the onboarding process for new customers.  Assists the sales and training team as needed.
• Monitors case submissions for accuracy in following company protocols; tracks cases to ensure seamless production workflow.
• Reports and logs customer issues to provide feedback for continual improvement to our customer experience goals.
• Functions as the primary contact for customers and sales and training team members who have questions about the status of a case in production, a case that has been shipped, sales orders, or any other question from orthodontists or their staff. 
• Works closely with other departments within the company to ensure streamlined communications to customers.

 REQUIREMENTS:

• 3+ years of previous work experience in the orthodontic or dental field or in a health-related customer support role is a must
• History of resolving customer service issues promptly and effectively
• Strong interpersonal communication skills – both written and oral
• Creative ability to solve problems and resolve conflicts
• Detail oriented and organized
• Experience with Salesforce, or other CRM software
• MS Office