Customer Support Specialist

The Customer Support Specialist works closely with our Area Sales Managers to provide exceptional service to our customers.  This role develops and maintains great relationships to ensure customer retention and satisfaction. 

Supervisory Responsibilities:

• None

Essential Functions, Duties & Responsibilities:

• Assist Area Sales Managers to provide timely solutions to customer inquiries. 
• Serve as the day-to-day contact via phone, email, and chat for assigned accounts to handle complex issues or to provide additional expertise when needed. 
• Partner with our Implementation Specialists to review the customer journey, share feedback, problem-solve, and provide assistance to improve the overall customer experience
• Verify accuracy of pricing and promotions from order entry to invoice
• Facilitate interaction and workflow among team members and multiple departments to ensure timely deliverables
• Follow up with customers to ensure their technical issues are resolved
• Manage quality control of products delivered
• Update and maintain internal databases

Travel Requirements:

• This is a remote-based role, however, up to 10% travel may be required to attend key industry and corporate events.

Required Skills & Abilities:

• Excellent interpersonal, listening and customer service skills
• Excellent verbal and written communication skills
• Fluent in verbal, written and professional English, bilingual language is a plus
• Ability to juggle multiple account management projects at one time, while maintaining sharp attention to detail
• Advanced computer skills, including Microsoft Office and Excel
• Strong analytical, process-oriented, and creative problem-solving skills
• Ability to learn and engage with new technologies

Education and Experience:

• Bachelor’s degree or equivalent experience required

• Minimum of 3 years of experience in communications, marketing, sales, account management, or customer success required
• Dental or orthodontic experience is a plus
• Experience with CRM software and project management tools

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer
• Constantly communicating with others to exchange information by phone, email or virtual meetings