Customer Success Associate

Description

The Customer Success Associate provides effective customer service for all internal and external  customers by using excellent, in-depth knowledge of company products and programs as well as  communicating effectively with all team members. They are able to maintain composure and grace under  pressure from customers while working to resolve the issues at hand. They understand they represent the  company brand and values on every interaction and are passionate about ensuring delighted customers.   

RESPONSIBILITIES

• Serve as day-to-day contact for accounts, building trust and rapport while identifying areas of  opportunity, highlighting best practices, and documenting both.  
• Develop and maintain customer-success strategies and best practices, as well as customer-support  content.  
• Successfully manage the relationship with the customer and all stakeholders to maximize  customer satisfaction through intelligent management and response.   
• Track, measure and record all customer feedback and comments in CRM and other platforms.  
• Escalate feedback and complaints to management as required or needed.  
• Provide input to solutions that will improve the customer experience or internal processes.   
• Provide prompt and concise feedback to the customer support, operations, and management  teams.  
• Act as product expert on all products in the uLab portfolio, software and hardware, in order to  independently support customers during support calls.   
• Support inquiries related to billing, pricing programs and promotions, and liaising with finance  when necessary.   
• Support product releases, marketing campaigns and communications, and other company projects  as needed.  
• Support inquiries related to clinical questions and liaise with the clinical teams as needed to  resolve issues.   
• Liaise with contracted vendors related to uLab software platforms and services in order to resolve  technical issues and customer inquiries. 

COMPENTENCIES

• Ability to work autonomously, with minimal supervision to manage a variety of projects/inquiries  simultaneously.  
• Results driven with ability to multi-task and adapt to change.  
• Strong problem solver with a thirst for data analysis to uncover needed change 
• Ability to empathize with the customer while keeping uLab Systems as the priority.  
• Good judgment skill for appropriate decision making within company policies and to uphold a  delightful customer experience
• Flexibility and willingness to jump anywhere that is needed. 
• Solution mindset for the constant improvement of support and processes  
• Teamwork mentality but with the ability to work independently. 

Requirements

 EXPERIENCE REQUIREMENTS

• High School diploma/GED required  
• Minimum 3 years successful customer support experience  
• A strong sense of urgency, always delivering the highest quality work on the agreed schedule.   
• Excellent customer-facing and internal communication skills.  
• Excellent written and verbal communication skills.  
• Solid organizational skills including attention to detail.  
• Strong working knowledge of Microsoft Office. 
• Strong technical aptitude  
• Knowledge of CRM and Customer Portal Software  
• Knowledge of Credit Card Processing Software.  
• Bachelor’s Degree preferred OR 4-8 years of experience in a technical support or orthodontic  related field.  
• Orthodontic or Dental customer support experience strongly preferred  
• Understanding of Customer Billing Practices and software