What are the responsibilities and job description for the Customer Service Representative position at OrthoSelect?
Customer Service Representative
OrthoSelect, a pioneer in Orthodontic Lab Services & Medical Device manufacturing, is seeking a talented and experienced Customer Service Representative to join our team. Located in American Fork, Utah we are at the forefront of developing cutting-edge solutions that revolutionize Orthodontics.
Our flagship product, DIBS AI, is the world’s most efficient system for orthodontic bracket placement, improving outcomes and reducing treatment length for patients. Our work environment is one that fosters growth, creativity, and collaboration, making OrthoSelect an ideal place for people who aspire to excel in their careers.
Benefits and Pay Range:
- $17.00 per hour
- Paid Time Off
- Health Reimbursement Arrangement (Permanent Full Time Only)
- Paid Holidays
- Stocked Break Room and Weekly Pastries
- Great work environment
Key Duties and Responsibilities:
- Serve as a key point of contact for resolving escalated customer technical support issues.
- Work with existing customers to make sure their experience with OrthoSelect exceeds their expectations.
- Assist orthodontic offices through the onboarding process, offering remote training sessions and addressing any inquiries or concerns.
- Work with customer support team and operations team to establish seamless customer support process and implementation to insure delighted customers.
- Work with the sales and onboarding team to ensure a smooth transition for new customers
- Interface directly via phone, chat, video conference and email with orthodontic customers (doctors and their staff) to resolve issues with software.
- Provide internal support for software issues and share feedback for software development and identify and report bug-fix issues to the software development team.
- Provide first-line support for resolving customer technical and business issues. Work with technical and business teams on escalation of customer support issues.
- Serve as the voice of the customer to ensure software ease of use, and to improve both product and business processes
- Assist with other activities as needed
Position Qualifications:
Required Skills:
- Experience with customer service and phone support (2 years minimum)
- Strong organizational skills and attention to detail
- Excellent presentation skills, communication, and interpersonal skills
- Experience or aptitude for training and educating others on new technologies.
- Ability to prioritize tasks, handle stress, and adapt to change
- Ability to adapt to new technology and a passion for continuous learning.
- Quick Learner
- Computer Efficiency (Microsoft Office, GSuite)
Preferred Skills:
- Strong ability to communicate effectively and creatively with customers
- Talent for resolving customer issues with tact and grace
- Ability to keep your cool when things get tense with an eye towards delighting the customer
- Self-starter with ability to manage multiple responsibilities and changing priorities
- Willingness and flexibility to roll up your sleeves and play a role in growth of small company
- Ability to grow in the position as the company continues to grow
- Ability to work well in a team setting as well as independently
- Typing skills
- Sales experience
- Attention to grammar and spelling
Job Type: Full-time
Pay: From $17.00 per hour
Expected hours: 40 per week
Benefits:
- On-the-job training
- Paid time off
- Parental leave
- Referral program
Shift:
- 8 hour shift
- Day shift
Experience:
- Customer support: 2 years (Required)
Language:
- English (Required)
Ability to Commute:
- American Fork, UT 84003 (Required)
Work Location: In person
Salary : $17
