Byte: Customer Experience Phone Representative

About byte.

We are a passionate, ambitious team that is transforming the way people achieve a
beautiful, more confident smile. No longer do you have to step inside the orthodontist
office to create the smile of your dreams. With a click of a button, you are on the road
to making those dreams a reality. Our doctor-directed, at-home aligner system makes it
easy, safe, and affordable for everyone.

At Byte, our purpose is to bring New Smiles to our communities, connect with our
customers, solve their challenges, and delight them in our work. We do all of this while
transforming lives, one smile at a time. Working at Byte is more than just a job, it’s a
way of life. And, we do it all while having a little fun along the way!
Interested? Let’s talk!

We are looking for an experienced Customer Experience Phone Specialist that will provide a
remarkable experience to our customers on every interaction. As a Customer
Experience Specialist, you will be the first point of contact for our customers, setting the
stage for their experience with byte. You will be responsible for knowing our product
inside and out and will be able to answer questions about clear aligners, orthodontics,
and their smile journey.

Key Responsibilities

• Answer incoming customer phone calls as well as emails, live chat and SMS as needed
• Review customer questions regarding their treatment, providing guidance or escalating to other teams as appropriate
• Approach every interaction with professionalism using internal tools for guidance
• Work collaboratively with leader, peers and other departments
• Remain calm under pressure and adapt as volume or situations require
• Lead with empathy and ensure that customer’s needs are met
• Communicate effectively and deliver difficult messages as needed
• Continuously provide feedback to management on internal processes and procedures
• Must be motivated, resilient and take ownership
• Meet or exceed all department metrics as outlined by Management
• Willing to perform other duties as requested, directed or assigned

Requirements and Qualifications

• 3 years of customer service experience preferred
• Healthcare, dental or orthodontic experience is a plus, but not required
• Contact center or front desk experience is a plus, but not required
• Solid understanding of support channels including phone, email, live chat and SMS
• Must be tech savvy, with the ability to navigate multiple systems at a time
• Familiarity with Five9 and Salesforce preferred
• Excellent phone etiquette skills
• Exceptional communication and interpersonal skills
• Strong ability to adapt to change and growth
• Must be solutions-oriented, success-driven, approachable, and compassionate

Perks

• Competitive base pay
• Health, Vision and free Dental Plan
• Generous Paid Time off and (10) Paid Holidays a year
• Matching 401(k) program
• Employee Stock Purchase Program
• Paid Parental Leave
• Tuition Reimbursement
• Free aligner treatment for employee
• Other awesome aligner and whitening benefits for you and your family
• And a variety of personal assistance programs to help enrich your life in and out of the office

Job Type: Full-time

Pay: $19.75 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• Day shift
• Morning shift
• No nights

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Call center
• In-person
• Office

Education:

• High school or equivalent (Required)

Ability to Commute:

• Lehi, UT 84043 (Required)

Ability to Relocate:

• Lehi, UT 84043: Relocate before starting work (Required)

Work Location: In person

Salary : $20