Customer Experience Associate

Job Description

Job Description

Statement of Purpose :

A Customer Experience Associate is a member of the primary contact team for customers interested in the products and service we offer. Customer Experience Associates are to provide superior service to all current and prospective customers over the phone and via email dedicated to resolving case issues including case inquiries, product questions, billing questions, and complaints. This position will work via phone and computer answering incoming calls, email requests, making outbound calls to ensure all case issues requiring or involving customer contact are handled in a timely and professional manner. A Customer Experience Associate will be responsible for understanding a problem, identifying the solution, and following through to ensure an acceptable resolution is achieved.

Responsibilities include but are not limited to :

• Receive incoming customer phone calls related to scheduling, pricing, billing, payments, and logistics.
• Calls for cases not meeting due date, shades needed, photos & simple dentists requests.
• Act as a liaison between the technicians and offices for providing product and technical advice.
• Proactively contact former and new office business targets on a structured basis utilizing call volumes to drive existing office growth and retention, as well as new office penetration.
• Service offices and dentists regarding pricing, products, complaints, etc.
• Record all customer contact information through LabTrac (Zoho)
• Assist Account Managers in building and maintaining relationships
• Ensure cases are placed on hold for additional follow-up and clear cases from hold when available.
• Ability to multi-task, prioritize and manage time effectively

Qualifications

Compensation

Benefits