Customer Support Specialist- Orthodontics

InBrace is a flat, fail-fast organization changing the face of orthodontics starting with a behind-your-teeth, teeth straightener -- driven by the revolutionary Smartwire®. InBrace provides the clinically superior results orthodontists love & the aesthetics and comfort that have never been possible – until now.

We aren’t here to repeat what’s already been said. We’re here to change the face of orthodontics – one mouth at a time. We’re revolutionizing orthodontic technology, transforming not only how teeth are adjusted, but the entire patient experience.

Position Summary

At InBrace, we pride ourselves on providing memorable experiences to our provider customers and to our field team members. We’re not your typical Customer Experience team – in addition to taking care of the needs of our customers, the Customer Support Specialist on the Concierge team provides best-in-class service while focusing on efficient communication, speed, keeping things simple, and first contact resolution. The person who fills this role is an energetic self-starter who pays close attention to the details, is a critical thinker and effective communicator, and thrives in a fast-paced environment. This position works in a highly collaborative, relational team environment where accountability and ownership for results is paramount.

In this position you will:

• Functions as the primary contact for providers, Business Growth Consultants, and Technology Integration Specialists, who have questions about case status or other general inquiries.
• Utilizes customer service best practices to assess inquiries, provide feedback, and suggest opportunities for improvement for all existing processes.
• Monitors case submissions for accuracy and tracks cases to ensure seamless production workflow.
• Can effectively communicate when customer expectations aren’t met, which may include de-escalating conversations.
• Communicates discrepancies with case submissions and ensures efficient communication to ensure timely shipment of cases.
• Performs other duties as assigned.
• Communicates directly with providers immediately after support issues arise, resolves their concerns, or delegates responsibility to fellow team members as needed. Ensures complete resolution of all requests, whether delegated or addressed personally.
• Resolves product and service issues promptly with a best-in-class service mindset, while employing knowledge of InBrace’s programs, guidelines, policies, and procedures and while using InBrace’s proprietary software applications.
• Ensures accuracy of provider data when entering and maintaining account information.
• Advocates sound financial/business decision making, demonstrates honesty/integrity, and leads by example.
• Reports and logs provider issues to give feedback for continual improvement to our provider experience goals.
• Develops and maintains productive working relationships, supports team to reach common goals, and listens/responds appropriately to the concerns of providers and co-workers.
• Collaborates cross-functionally with other departments to ensure streamlined communications are given to providers.

Successful candidates will possess:

• Knowledge of Google Workspace & MS Suite.
• Speaks with others using clear, professional language, prepares and reviews written documents accurately and completely, and answers telephones using appropriate etiquette.
• Clinical experience in a dental or healthcare office or experience in the field.
• Experience with Salesforce, or other CRM software.
• A demonstrated history of resolving provider/customer service issues promptly and effectively.
• Extremely detail oriented and highly organized.
• A minimum of two years previous work experience in the orthodontic field or in a health-related provider support role is required.
• DA, RDA or OA certification preferred.
• Demonstrates best-in-class customer service focus, telephone etiquette, and excellent verbal/written skills.
• Ability to solve problems independently and resolve conflicts.
• Ability to resolve issues with minimal direction while remaining empowered to make decisions on behalf of the provider and InBrace.

What's in it for you:

We proudly offer full health benefits at a low cost to you. That’s medical, dental, vision, FSAs, HSAs, and Accident Insurance to name a few. We also provide Basic Life/AD&D, Long-Term Disability coverage and a 401(K) plan because we believe in employee satisfaction from the inside out.

We’re equally passionate about creating a company where talented, forward-thinking, collaborative individuals can thrive. Want to join us in our mission to change the face of this industry –– and the lives of patients around the world? We’d love to have you.

Who Works at InBrace

We look for team-members who align with our InBrace core values

Greatness forged by GRIT

Relentless pursuit of “_____”

Inspire through action

Truth, no BS

We are passionate about improving people’s lives and have a collaborative, cross functional team of dreamers and doers. The ideal InBrace team-member has a head for strategy and a burning desire to execute with precision.

InBrace has world-class functional teams of orthodontics, engineering, regulatory, software, marketing, sales design, training, human resources, regulatory, and legal.

We champion the right business decision over the need to be right. We are highly transparent, team-centered organization that works to provide team-members with the tools they need to be successful. We are looking for a candidate who has an insatiable need to win, the stamina for a long race, the ability to partner with team-members in a “win-together” culture, and the dexterity to wear multiple hats as the InBrace organization continues to grow rapidly. You will need to work with senior management and junior employees in a fast-paced and respectful environment.