Customer Support Specialist – Remote USA

Job Description

Job type

• Full-time

Full job description

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.