Customer Experience Specialist, DentalMonitoring

• Bachelor's degree or equivalent job experience (2+ years of Customer Service experience in a call center environment)
• Experience using a ticketing system to facilitate communication with customers
• Capacity to work under pressure, organize and prioritize responsibilities to ensure the most critical issues are prioritized
• Self-sufficient with effective and professional communication skills
• Strong attention to detail
• Excellent interpersonal, editorial and analytical skills
• Ability to think independently and make decisions applicable to the success of the customer and team

Desirable

• We are currently looking for a Customer Experience Specialist to support our growth
• CES provide new and existing customers with best-in-class service
• You will accomplish this by promoting brand awareness, identifying customers' needs, responding to customer inquiries, and collaborating internally with departments to optimize the customer experience
• Handle support tickets and incoming customer support chats/calls/emails
• Expedite issues & communicate outcomes with our customers
• Collaborate with the Implementation Team to onboard new accounts
• Partners with internal departments to handle all technical and support questions to resolve customer issues
• Utilize multiple forms of communication to both internal and external customers, including but not limited to telephone, e-mail, and instant messaging
• Facilitate and coach the customer on best practices and new feature releases
• Alert the customers when modified protocol edits are necessary
• Communicate with internal departments and external customers via multiple forms of communication including but not limited to telephone, email and instant messaging in a timely and accurate fashion
• Collaborate with Customer Support team to provide consultation, training and solutions to under performing accounts
• Update support procedures as needed for internal departments
• Assist the Sales team by funneling new inbound leads via telephone and emails
• Perform other related duties as assigned
• Be aware of their own responsibility regarding information security
• Perform their work according to the applicable policies and procedures
• Contribute actively to the continuous improvement of our ISMS
• Report any observed or suspected weaknesses in our ISMS and any information security incident