What are the responsibilities and job description for the Concierge Representative - Contractor position at Align Technology?
Department: Marketing
Location: US-North Carolina-Raleigh
Description
This position is ideal for experienced customer service professionals to join the Concierge team as a Customer Service Representative, providing high-quality support to customers across multiple channels (phone, email, chat). You will provide support to potential patients and the orthodontists, dentists, and office staff that service them, address inquiries, resolve issues, and ensure a positive customer experience while collaborating with internal business partners such as the Marketing, Sales, and Regulatory teams. This role plays a key part in supporting business growth and enhancing consumer satisfaction
Role expectations
Review our Applicant Privacy Policies for additional information.
Global Diversity Statement
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
Location: US-North Carolina-Raleigh
Description
This position is ideal for experienced customer service professionals to join the Concierge team as a Customer Service Representative, providing high-quality support to customers across multiple channels (phone, email, chat). You will provide support to potential patients and the orthodontists, dentists, and office staff that service them, address inquiries, resolve issues, and ensure a positive customer experience while collaborating with internal business partners such as the Marketing, Sales, and Regulatory teams. This role plays a key part in supporting business growth and enhancing consumer satisfaction
Role expectations
- Assist in outbound and inbound call campaigns to connect doctors and patients.
- Convert prospects into valid consumers through effective communication.
- Capture and respond to consumer inquiries regarding products and services.
- Collaborate with internal and external teams to support consumers, dentists, and orthodontists.
- Identify and suggest improvements to enhance customer support processes.
- Work with team members to develop and implement initiatives that drive success.
- Consistently meet or exceed set quality and productivity metrics.
- Observe trends and share insights with relevant teams, such as Consumer and Product Marketing.
- Adapt to evolving departmental processes and responsibilities.
- Comply with all safety policies, practices, and procedures.
- Perform other duties as assigned.
- Education: Bachelor’s degree or equivalent experience preferred.
- Experience:
- Minimum 5 years of call center customer service experience required.
- Minimum 2 years of experience in the healthcare industry required.
- Minimum 2 years of telesales/telemarketing experience preferred.
- Skills:
- Excellent telephone manner with clear, concise, and professional communication.
- Strong proficiency with error-free data entry and attention to detail
- Strong judgment skills and creative problem-solving abilities.
- High efficiency and accuracy in data entry.
- Proficiency in MS Office (Outlook, Word, Excel).
- Experience with Salesforce Service Cloud preferred.
- Communication: Ability to effectively interact with internal and external stakeholders.
- Teamwork: Ability to work independently and collaboratively in a fast-paced environment.
- Languages: Highly proficient in spoken and written English with the ability to adjust tone and language as needed.
Review our Applicant Privacy Policies for additional information.
Global Diversity Statement
At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.
Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.
