Customer Loyalty Advocate
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Job Description
Customer Loyalty Advocate managing inbound customer inquiries while promoting product utilization and customer satisfaction in the healthcare technology industry.
Responsibilities:
- Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations
- Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from
- Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience
- Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions
- Proactively engage clients that are delinquent on payments
Requirements:
- Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience
- Typically, a bachelor’s degree or global equivalent in related discipline
- Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages
- Demonstrated success in achieving or surpassing goals in previous roles
- Understanding of industry practices
- Good decision making, analysis and problem-solving skills with ability to multi-task
- High proficiency with tools, systems, and procedures
- Good planning/organizational skills and techniques
- Strong verbal and written communication skills
- Good presentation and public speaking skills
- Nice to have: Customer Success or account management experience
- Nice to have: Dental Service Organization, or in-office dental practice experience
- Nice to have: Previously worked in a customer support role
- Nice to have: Experience using a CRM and/or Customer Success platform
Benefits:
- Medical, Dental and Vision Coverage
- 401K Plan with Company Match
- Paid Time Off (PTO)
- Sick Leave (if applicable)
- Paid Parental Leave
- Short Term Disability
- Income Protection
- Work Life Assistance Program
- Health Savings and Flexible Spending Accounts
- Education Benefits
- Worldwide Scholarship Program
- Volunteer Opportunities
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