Customer Loyalty Advocate

Henry Schein; United States; Remote; USD 60,000 - 64,000; Full time

Job summary

A leading healthcare technology company is seeking a Customer Loyalty Advocate to manage customer inquiries and enhance long-term loyalty. This remote position requires strong interpersonal skills and the ability to analyze customer feedback. Join a team that values diversity and innovation while providing excellent benefits.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401K with match

Paid Time Off

Paid Parental Leave

Short Term Disability

Health Savings

Education Benefits

Volunteer Opportunities

Qualifications

• 2 to 3 years of relevant professional experience.
• Excellent verbal and written communication skills.

Responsibilities

• Handle high volume of inbound cases and customer inquiries.
• Gather and analyze customer feedback for improvement.
• Become an expert on product suite and internal processes.

Skills

Interpersonal Skills

Conflict Resolution

Decision-Making

Problem-Solving

Communication

Education

Bachelor's Degree

Tools

CRM

Job description

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn't be global industry leaders today without all the individual contributions that bring our team together.

Our culture strives to provide a place where passion, individuality, autonomy, purpose, and diversity succeed. We strive to let you Schein because when you Schein, so do we!

If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now; our Talent Acquisition team is excited to meet you!

This position is Remote within the United States

JOB OVERVIEW:

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 contribute to the ongoing improvement of HSOne by gathering valuable customer feedback and delivering it back to the business. Expertise in our product suite and internal processes, along with the ability to identify churn risks, will be crucial in fostering long-term customer loyalty. Attention to detail and active listening skills are key.

What You Will Do

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

Travel / Physical Demands:

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

Qualifications

Must have:

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

Nice to have:

• Customer Success or account management experience.
• Dental Service Organization or in-office dental practice experience.
• Experience in a customer support role.
• Experience using a CRM or Customer Success platform.

The posted range for this position is $60,000.00 - $64,000.00, reflecting the expected starting salary for new employees to reach full proficiency. Many factors influence pay, including experience, skills, location, and internal equity. This position is eligible for a bonus target not reflected in the range.

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in healthcare technology with growth potential.
• Competitive compensation.
• Excellent benefits, including Medical, Dental, Vision, 401K with match, PTO, Paid Parental Leave, Short Term Disability, Work-Life Assistance, Health Savings, Education Benefits, Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our products and services work together seamlessly to provide an integrated experience.

We thrive because of our people, valuing diversity, innovation, teamwork, and work-life balance. In 2022, HS1 was awarded one of Utah's top workplaces. Learn more at: 2022 Best Companies To Work For | Henry Schein One.

Henry Schein, Inc. and Henry Schein One are Equal Employment Opportunity Employers. We do not discriminate based on race, color, religion, creed, national origin, disability, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or other protected statuses.