What are the responsibilities and job description for the Customer Loyalty Advocate - Private Practice position at Henry Schein One?

This position is Remote within the United States

JOB OVERVIEW :

The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty. Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key.

What You Will Do

Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations
Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from
Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience
Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions
Proactively engage clients that are delinquent on payments

TRAVEL / PHYSICAL DEMANDS :

Travel typically less than 10%. Office environment

No special physical demands required

Qualifications

Must have :

Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience

Typically, a bachelor’s degree or global equivalent in related discipline

Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages

Demonstrated success in achieving or surpassing goals in previous roles

Understanding of industry practices

Good decision making, analysis and problem-solving skills with ability to multi-task

High proficiency with tools, systems, and procedures

Good planning / organizational skills and techniques

Strong verbal and written communication skills

Good presentation and public speaking skills

Nice to have :

Customer Success or account management experience

Dental Service Organization, or in-office dental practice experience

Previously worked in a customer support role

Experience using a CRM and / or Customer Success platform

The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location / labor market, internal equity, etc.

What you get as a Henry Schein One Employee

A great place to work with fantastic people.

A career in the healthcare technology industry, with the ability to grow and realize your full potential.

Competitive compensation.

Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more

Salary : $60,000 - $64,000

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Customer Loyalty Advocate - Private Practice

What are the responsibilities and job description for the Customer Loyalty Advocate - Private Practice position at Henry Schein One?

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