Technical Advisor I

Glidewell Dental; Irvine (CA); On-site; USD 29,659 - 31,684; Full time

Job summary

A dental service company in California is seeking a Customer Retention Specialist to enhance relationships with existing customers, promote services, and resolve technical issues. Candidates should have a high school diploma and two years of experience in ACD or three years in customer service. The role includes utilizing retention software, direct communication with customers, and supporting production teams. Salary ranges from $21.53–$23.00 per hour.

Qualifications

• High school diploma or equivalent required.
• Two years ACD experience or three years in customer service/dental background required.

Responsibilities

• Develop relationships and anticipate customer needs.
• Use retention software to monitor accounts for improvements.
• Evaluate technical concerns and communicate resolutions.

Skills

Customer relationship management

Technical problem-solving

Communication skills

Customer service experience

Education

High school diploma or equivalent

Minimum of two years of ACD experience or three years in customer service

Tools

Customer retention software

Job description

• Develops relationships with existing customers; presents viable options to satisfy customer needs and works to anticipate the customer’s future needs.
• Utilizes customer retention software to monitor new, current, accounts to implement account retention procedures, with an emphasis on obtaining business from and retaining new and restart accounts.
• Identifies and tags cases accordingly prior to production.
• Evaluates cases of technical concerns and communicates with dentists/office to resolve issues.
• Works directly with production team regarding product quality and retention cases.
• Maintains records of account retention progress within customer retention software module.
• Assists with determining causes of sales decreases, and works to promote continued use of company services.
• Makes and receives phone calls with the intent of promoting and/or selling Crown World products and/or services.
• Provides customer support to dentists and Dental Service Organizations to resolve level 1 issues.
• Works with technical advising and customer care teams on retention cases.
• Substitutes technical advising positions as necessary.
• Maintains a working knowledge of Crown World products and services offered.
• Performs other related duties and projects as business needs require at direction of management.

Essential Functions

• Develops relationships with existing customers; presents viable options to satisfy customer needs and works to anticipate the customer’s future needs.
• Utilizes customer retention software to monitor new, current, accounts to implement account retention procedures, with an emphasis on obtaining business from and retaining new and restart accounts.
• Identifies and tags cases accordingly prior to production.
• Evaluates cases of technical concerns and communicates with dentists/office to resolve issues.
• Works directly with production team regarding product quality and retention cases.
• Maintains records of account retention progress within customer retention software module.
• Assists with determining causes of sales decreases, and works to promote continued use of company services.
• Makes and receives phone calls with the intent of promoting and/or selling Crown World products and/or services.
• Provides customer support to dentists and Dental Service Organizations to resolve level 1 issues.
• Works with technical advising and customer care teams on retention cases.
• Substitutes technical advising positions as necessary.
• Maintains a working knowledge of Crown World products and services offered.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience

• High school diploma or equivalent.
• Minimum of two (2) years of ACD experience and/or three (3) years of customer service or minimum three (3) years in a dental background (RDA, DA, CDT).

Pay Range: $21.53–$23.00/hr.