Customer Advocate (Monday to Friday 8:00am to 5:00pm)

Glidewell Dental Position

Position at Glidewell Dental

Essential Functions:

• Coordinates, performs, and drives a wide range of duties to support and increase customer satisfaction.
• Utilizes Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and customer experience data and reports to identify accounts that require attention and support.
• Monitors and responds promptly and professionally to customer survey responses, feedback, requests, inquiries, and complaints; evaluates customer issues, determines causes and assists in resolution.
• Proactively connects with potential at-risk and/or idle customers to collect and understand customer feedback to improve customer satisfaction and retain accounts.
• Actively listens to customers and acquires in-depth understanding of needs, requirements, preferences, uncovering roadblocks by asking, probing, and confirming understanding. Displays empathy and determines immediate best course of action to resolve issues.
• Studies, recognizes, and provides resolution based on customer needs and feedback to allow for support optimal customer satisfaction.
• Performs root cause analysis to determine the key drivers behind customer satisfaction performance. Performs research and analysis of data, customer satisfaction and customer experience metrics to identify performance trends; prepares and/or presents reports on a reoccurring basis to appropriate stakeholders.
• Partners and collaborates with all areas of the business to improve customer experience. Serves as liaison between customer and all other departments/divisions to troubleshoot and resolve customer issues.
• Maintains a working knowledge of company products and services offered to provide recommendations that may better support customer needs.
• Performs customer follow-ups to verify solution effectiveness and customer satisfaction.
• Provides administrative support such as receiving inbound telephone calls, making outbound calls, checking on ship dates, offering information on all products, updating account information and documenting notes in appropriate applications (e.g., GCX, Excel, etc.)
• Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner.
• Updates management on the status of projects and activities, and monitors progress against action plans.
• Complies with customer service policies and procedures and call center operational standards.
• Relies on technical knowledge to make decisions and accomplish departmental goals.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

• High school diploma or equivalent.
• Bachelor's degree, preferred.
• Minimum two (2) years of call center and ACD experience.
• Minimum three (3) years of customer service experience.
• Experience working in dental industry, highly preferred.
• Experience working with NPS or CSAT, a plus.

Pay Range: $22.84-$26.00p/hr

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!

Glidewell Laboratories is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. We are committed to the principle of equal employment opportunity for all employees and to provide employees with a work environment free of discrimination and harassment on the basis of race, color, religion, national origin, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at View email address on click.appcast.io. Please indicate the specifics of the assistance needed.

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