Customer Advocate (Monday to Friday 8:00am to 5:00pm)

Essential Functions:

• Coordinates, performs, and drives a wide range of duties to support and increase customer satisfaction.
• Utilizes Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer experience data and reports to identify accounts that require attention and support.
• Monitors and responds promptly and professionally to customer survey responses, feedback, requests, inquiries, and complaints; evaluates customer issues, determines causes and assists in resolution.
• Proactively connects with potential at-risk and/or idle customers to collect and understand customer feedback to improve customer satisfaction and retain accounts.
• Actively listens to customers and acquires in-depth understanding of needs, requirements, preferences, uncovering roadblocks by asking, probing, and confirming understanding. Displays empathy and determines immediate best course of action to resolve issues.
• Studies, recognizes, and provides resolution based on customer needs and feedback to allow for support optimal customer satisfaction.
• Performs root cause analysis to determine the key drivers behind customer satisfaction performance. Performs research and analysis of data, customer satisfaction and customer experience metrics to identify performance trends; prepares and/or presents reports on a reoccurring basis to appropriate stakeholders.
• Partners and collaborates with all areas of the business to improve customer experience. Serves as liaison between customer and all other departments/divisions to troubleshoot and resolve customer issues.
• Maintains a working knowledge of company products and services offered to provide recommendations that may better support customer needs.
• Performs customer follow-ups to verify solution effectiveness and customer satisfaction.
• Provides administrative support such as receiving inbound telephone calls, making outbound calls, checking on ship dates, offering information on all products, updating account information and documenting notes in appropriate applications (e.g., GCX, Excel, etc.)
• Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner.
• Updates management on the status of projects and activities, and monitors progress against action plans.
• Complies with customer service policies and procedures and call center operational standards.
• Relies on technical knowledge to make decisions and accomplish departmental goals.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

• High school diploma or equivalent.
• Bachelor’s degree, preferred.
• Minimum two (2) years of call center and ACD experience.
• Minimum three (3) years of customer service experience.
• Experience working in dental industry, highly preferred.
• Experience working with NPS or CSAT, a plus.

Pay Range: $22.84-$26.00p/hr