The Customer Support Specialist works closely with our Area Sales Managers to provide exceptional service to our customers. This role develops and maintains great relationships to ensure customer retention and satisfaction.
Supervisory Responsibilities:
None
Essential Functions, Duties & Responsibilities:
Assist Area Sales Managers to provide timely solutions to customer inquiries.
Serve as the day-to-day contact via phone, email, and chat for assigned accounts to handle complex issues or to provide additional expertise when needed.
Partner with our Implementation Specialists to review the customer journey, share feedback, problem-solve, and provide assistance to improve the overall customer experience.
Verify accuracy of pricing and promotions from order entry to invoice.
Facilitate interaction and workflow among team members and multiple departments to ensure timely deliverables.
Follow up with customers to ensure their technical issues are resolved.
Manage quality control of products delivered.
Travel Requirements:
This is a remote-based role, however, up to 10% travel may be required to attend key industry and corporate events.
Required Skills & Abilities:
Excellent interpersonal, listening and customer service skills
Excellent verbal and written communication skills
Fluent in verbal, written and professional English, bilingual language is a plus
Ability to juggle multiple account management projects at one time, while maintaining sharp attention to detail
Advanced computer skills, including Microsoft Office and Excel
Strong analytical, process-oriented, and creative problem-solving skills
Ability to learn and engage with new technologies
Education and Experience:
Bachelor’s degree or equivalent experience required
Minimum of 3 years of experience in communications, marketing, sales, account management, or customer success required
Dental or orthodontic experience is a plus
Experience with CRM software and project management tools
Physical Requirements:
Regularly communicate with others by phone, email or virtual meetings.
Prolonged periods sitting at a desk and working on a computer, as well as the ability to stand for prolonged periods working convention booths.