Customer Loyalty Advocate

Henry Schein One; American Fork (UT); Remote; USD 60,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Retirement plan with company match

Paid time off

Job summary

Henry Schein One is seeking a Customer Loyalty Advocate to handle inbound inquiries and help reduce churn while improving the value of our product suite for dental practices. You will gather feedback and relay it to key teams, becoming an expert on our offerings and terms to tailor client solutions.

The role emphasizes active listening, clear communication, and proactive engagement with clients, including delinquent accounts, while supporting growth and loyalty initiatives.

Qualifications

• 2–3+ years of increasing responsibility in a customer-focused role.
• Bachelor's degree or global equivalent in related discipline.
• Excellent interpersonal and conflict resolution skills; ability to deliver difficult messages.
• Demonstrated success in achieving or surpassing goals in previous roles.
• Understanding of industry practices; strong analytical and problem-solving abilities.

Responsibilities

• Handle a high volume of inbound cases with prompt, full resolution.
• Encourage clients to use best practices to maximize value of products and services.
• Gather and analyze customer feedback to inform Product, Sales, Marketing, and Customer Success.
• Become an expert on our product suite and internal processes to assist clients effectively.
• Proactively engage delinquent customers on payments.

Skills

Customer service

Communication skills

Problem solving

Multi-tasking

CRM experience

Education

Bachelor's degree

Tools

CRM software

Job description

Shape what’s next in dental technology Join Henry Schein One!

Join a globalleaderredefiningdental practice managementand do work thatactuallymatters.At Henry Schein One,we are a team ofcarecatalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everythingwedo.Yourideas fuel innovation that enhances patient care and drivesreal resultsfor practices.

Wedon’tjust talk aboutimpact;we build it!Backed by a trusted reputation, ourleaders foster an inclusive and supportive environment where we staysolely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We havehigh expectationsfor performance and delivering results; as part of awinningteam,you’llwork hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your winscelebrated.

The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty. Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key.

n general increasing the value of Henry Schein One products and services within these key accounts.

This position is Remote within the United States with up to 10% travel as needed.

What you will do:

• Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations
• Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from
• Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience
• Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions
• Proactively engage clients that are delinquent on payments

What we are looking for

• Typically, 2to 3or more years of increasing responsibility in terms of any applicable professional experience
• Typically, a bachelor’s degree or global equivalent in related discipline
• Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages
• Demonstrated success in achieving or surpassing goals in previous roles
• Understanding of industry practices
• Good decision making, analysis and problem-solving skills with ability to multi-task
• High proficiency with tools, systems, and procedures
• Good planning/organizational skills and techniques
• Strong verbal and written communication skills
• Good presentation and public speaking skills

What will set you apart

• Customer Success or account management experience
• Dental Service Organization, or in-office dental practice experience
• Previously worked in a customer support role
• Experience using a CRM and/or Customer Success platform

Travel / Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required

The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.

What you’ll gain as a #TeamSchein member

• A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.