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Customer Care Account Manager (Monday To Friday 7:30Am To 4:00Pm)

Company

Glidewell Dental
Address Irvine, CA, United States
Employment type FULL_TIME
Salary
Category Medical Equipment Manufacturing
Expires 2023-06-24
Posted at 11 months ago
Job Description
Description


Position at Glidewell Dental


  • Identifies root cause of customer dissatisfaction and provides feedback and other best practice recommendations on potential process changes to improve customer experience.
  • Serves as Technical Advisor to assist customers with technical inquiries and delivery of technical notes and/or concerns with cases.
  • Builds customer loyalty through proactive and effective calls and communication.
  • Fully investigates customer complaints and follows up with all involved parties in a timely manner on resolution.
  • Notifies management of recurring customer issues. Makes recommendations on appropriate resolution.
  • Vets and initiates activation process when new cases are received from pending and restart accounts. Contacts customer if further information and/or verification is needed and follows case through production to ensure a positive customer experience.
  • Actively participates in ongoing professional development such as but not limited to product training, customer service training, and communication workshops.
  • Acts as an Account Manager for assigned New and Restart accounts. Takes ownership and personally follows each customer through their onboarding journey and serves as a single point of contact for account creation, vetting, introduction/welcome calls, follow up calls, and any other necessary contact.
  • Documents and updates call notes in a timely and accurate manner to reflect customer interactions and account status. Delegates to necessary parties (i.e, hot desk, etc.) as needed.
  • Coordinates and interacts effectively with other departments including but not limited to Production Departments, Department Call Centers, BI Analytics, GL Direct, Marketing, Lab Operations, and Customer Service to ensure high level of customer service and timely expedition of customer requests.
  • Informs and educates Customers about relevant products and services; presents Customers with viable options to meet needs and requirements; works to anticipate future needs.
  • Assists with conducting side by sides for new hire onboarding as needed.
  • Assists with incoming calls as needed for Dentists and Laboratory Customers to ensure delivery of the ultimate customer service experience.
  • Listens actively to customer needs and concerns while demonstrating empathy; determines best course of action to resolve issue to Customers’ satisfaction.
  • Stays up-to-date with business rules for specific accounts (i.e., DSO, long-term accounts, etc.) to provide a personable service level experience.
  • Notifies Manager of internal processes or interactions with other departments that are impacting the workflow processes.
  • Communicates information related to customer complaints, concerns, and feedback verbally and in writing.
  • Handles account activation requests from Credit team where case was billed under incorrect account and needs to be rebilled to Prospect or Restart account.
  • Establishes, develops, and maintains strong and effective relationships with Customers by consistently providing high levels of customizable service; responds in a timely and thorough manner to exceed customer expectations.
  • Utilizes GCX, GO, DL Plus, and other customer account management software and tools to ensure customer journeys are up to date, and customer contacts and pertinent customer info is accurate.
  • Validates onboarding of new web lead to determine whether the lead is valid (i.e., a valid licensed dentist, active laboratory, etc.).
  • Assists with incoming calls as needed for Dentists and Laboratory Customers to ensure delivery of the ultimate customer service experience.
Pay Range: $23.00-23.00p/hr with a monthly bonus up to $500


Glidewell Laboratories is the industry leader in dental technology due to our agility, speed, and cutting edge technology. We work in a fast-paced and highly sought-after employee-friendly work environment. Behind all of this success is an amazing group of people who are passionate about bringing innovation to the marketplace, while providing quality and affordability to better the lives of people all over the world. If you share in our passion for teamwork and a vision for excellence, let's talk about a rewarding career at Glidewell!


In addition are the following generous employee benefits: Medical, Dental, Vision, 401K with company match, company-paid life insurance, additional onsite dental services, vacation, holiday, and sick time, employee gym (with fitness classes and meditation room), employee medical/wellness center (with massage therapy and acupuncture), two company subsidized cafes, Internet cafes, employee lounges with big screen TVs, game tables, fun company sponsored events, a diverse work environment with over forty nationalities represented, and much more!


Note to Current employees: Please apply through Employee Transfer Application to complete the transfer request form.