Customer Loyalty Advocate

The Role

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, gathering valuable feedback from customers and delivering it back to the business.

Responsibilities

• 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
• Proactively engage clients that are delinquent on payments

Requirements

• Expertise in our product suite and internal processes and ability to identify churn risks
• Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback

Qualifications

• Typically, 2 to 3 or 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

Skills

• 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

Benefits

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!

Pay

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.

Schedule

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