Customer Support Specialist

hace 4 semanas

San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo
Job Summary

This position provides technical customer support to Straumann Group's customers, both external and internal, using Straumann Group's services, including ClearComm/Dr. Portal & Orthodontics product lines. This is a call center position in a busy and complex dental healthcare market, supporting providers live via phone, email, and chat.

Key Responsibilities
  • Handles inbound contacts (phone, chat, email) to provide top-notch service to providers.
  • Reaches out to providers and account representatives as needed to handle issues, provide insights, and ensure the best possible experience. Includes helping providers & staff manage their ClearCorrect accounts.
  • Tracks all communication, changes to providers' cases and issues via a variety of tools and software.
  • Continually works to increase knowledge of orthodontics, industry trends, and company processes.
  • Accomplishes weekly productivity, efficiency, and satisfaction goals.
  • Works collaboratively cross-team and across all departments to ensure a world-class provider experience.
  • Attends and contributes to team and company meetings to stay up to date on relevant information.
  • Follows safety rules and maintains personal safety and the safety of others, including maintaining a clean and safe work area.
  • Read and interprets training documents, safety rules, operating manuals, maintenance instructions, and procedural documents.
  • Accurately records and reports information and time keeping.
  • Completes training required for this position.
  • Other duties as assigned.
Physical Attributes
  • Type on a computer keyboard, using a computer mouse and monitor for up to 8 hours at a time.
  • Sit at a desk for approximately 8 hours per day while using a computer and phone.
  • Observe and respond to warning signs and signals within all areas of the company.
Minimum Qualifications
  • 1+ years of experience providing customer services or support.
  • High School diploma or equivalent
  • Fluent in English
Preferred Qualifications
  • Ability to work in a fast-paced, team environment.
  • Strong interpersonal and written communication skills.
  • Basic computer skills including PC, Microsoft Office including Word, Excel, and PowerPoint.
  • Ability to read and interpret training documents, safety rules, and procedural documents in English.
  • Customer oriented mind set and enjoy working cross-functionally with other departments.
  • Ability to speak with and deal with a wide variety of customers and positively provide solutions.
  • Demonstrated ability to work in a team environment and collaborate well with others.
  • Be agile and display the ability to deal with change while building trust and engagement with others.

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