United States onlyRoles & Responsibilities:
Customer Support
- Respond promptly to customer inquiries via email and phone within set SLAs, focusing on Professional and Dental channels for specialized support.
- Address customer complaints and order issues, troubleshooting to ensure satisfaction and resolve root causes.
- Provide cross-channel support by being trained to assist both consumer and professional customers as needed.
Cross-Functional Collaboration
- Partner with team members across departments to address product inquiries and leverage specialized expertise.
- Collaborate with Operations to ensure orders align with production timelines.
Support for Sales & Dental Practices
- Assist dental partners with product and software inquiries, providing clear resolutions.
- Troubleshoot checkout issues for both dental practices and consumer sales.
- Collaborate with Sales to establish processes for monitoring and reordering key supplies.
- Qualify potential partner leads and forward viable opportunities to the Sales team.
- Follow up on missing consumer scans, monitor internal scan statuses, and resolve related issues.
Training and Documentation
- Develop and maintain comprehensive training materials for customer care systems and processes.
Service Level Agreement (SLA) Management
- Work closely with the team and other departments to consistently meet SLAs, streamlining processes for maximum efficiency.
Personal & Professional Qualifications
- 2+ years of experience in customer care or support roles.
- Inside Sales experience (preferred).
- Proficiency in troubleshooting and intermediate experience with CRM platforms, ERP systems, and end-to-end processes.
- Strong written and verbal communication skills, with excellent organizational and analytical abilities.
- Detail-oriented, data-driven, and process-focused.
- Flexibility to adapt to schedules across US time zones.
- Experience in fast-paced, start-up environments.
- Self-motivated with a proactive, growth-oriented mindset.
Proclaim is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. You do not have to match all the listed requirements exactly to apply. We believe that our organization and culture are made stronger through diverse perspectives and experiences.
