Customer Onboarding & Success Advocate

Dds Lab; Tampa (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Dds Lab in Tampa, FL is seeking an onboarding specialist to facilitate customer account setup and manage the end-to-end onboarding process, coordinating with internal and field teams to ensure a seamless customer experience for dental offices.

Ideal candidates have 2+ years in customer service, strong communication and interpersonal skills, and the ability to train customers virtually, build relationships, and identify opportunities to grow and retain the office base.

Qualifications

• Two or more years of Customer Service experience or prior DDS Lab experience.
• Excellent verbal and written communication to interact effectively with customers.
• Strong interpersonal skills and empathy for customers' needs and concerns.
• Ability to prioritize and manage multiple tasks efficiently while meeting deadlines.
• Excellent organizational and coordination skills.
• Proven track record of delivering exceptional customer service and resolving issues promptly.
• Ability to actively listen to customers to understand their requirements and provide tailored solutions.
• Attention to detail and a commitment to ensuring customer satisfaction in every interaction.
• Demonstrated ability to proactively adapt and thrive in dynamic, fast-paced environments.
• Proven track record as a self-starter, demonstrating initiative and motivation to drive tasks forward independently.
• Word, Excel and PowerPoint skills preferred.
• High School or GED equivalent required

Responsibilities

• Facilitate the customer account setup and onboarding process.
• Serves as the main point of contact for customers during the onboarding phase, providing expert guidance and support.
• Initiate and maintain proactive communication with customers, building strong relationships and understanding their unique needs and objectives.
• Manage the end-to-end onboarding process, collaborating with internal and field teams to ensure timely delivery and a seamless customer experience.
• Conduct virtual training sessions to empower customers to utilize tools and resources effectively.
• Retain, grow, and achieve departmental and organizational goals for office customer base.
• Proactively contact customers on a structured basis utilizing call volumes to drive existing office growth and retention.
• Identify incremental sales opportunities within the customer base.
• Tracking and managing deals through various stages of the sales pipeline to streamline sales processes.
• Oversee/identify offices whose business is lost or declining, document reasons for decline or loss.
• Provide comprehensive service to offices and dentists, addressing inquiries related to pricing, products, and complaints.
• Educate offices on emerging products and industry trends, maintaining credibility through an in-depth understanding of current market conditions and competitors' products.
• Act as a liaison between technicians and offices, offering product and technical advice.
• Collaborate with other departments, ensuring prompt resolution of all questions, issues, and follow-ups regarding cases within a 24-hour timeframe.
• Record all customer information and interaction.

Skills

Customer Service

Communication skills

Interpersonal skills

Prioritization

Organization skills

Problem solving

Active listening

Attention to detail

Self-motivation

Adaptability

Education

High School Diploma or GED

Tools

Word

Excel

PowerPoint

Job description

Dds Lab in Tampa, FL is seeking an onboarding specialist to facilitate customer account setup and manage the end-to-end onboarding process, coordinating with internal and field teams to ensure a seamless customer experience for dental offices.

Ideal candidates have 2+ years in customer service, strong communication and interpersonal skills, and the ability to train customers virtually, build relationships, and identify opportunities to grow and retain the office base.