Customer Care Specialist

Sprig Oral Health Technologies, Inc.•Rocklin, CA

87d•$19 - $24•Onsite

About The Position

As the first point of contact for our dentist and dental office clients, you will process orders via phone, ticketing system, and website. You’ll quickly learn about our dental/medical device products to provide accurate answers and outstanding customer service. This B2B role takes pride in their work by delivering exceptional care to every customer.

Requirements

Problem Solving/Analysis/Critical Thinking
Courteous and efficient communication to process customer orders quickly and accurately
Positive, enthusiastic and “can-do” attitude. Independent worker and team collaborator.
Adaptable
Organized and detail oriented
Effective time management
Business Sense
Business writing skills
Customer/Client Focus
Results Driven
Exemplary Phone Etiquette & Skills
Technical Capacity. Proficient Computer navigation skills. Accurate keyboarding/typing skills.
Professional demeanor.
One to three years previous experience in a customer service environment.
Proficient computer skills (MS Office Suite, Outlook) required.
Required fluent English language skills - both written and verbal.
HS Diploma or GED.
Knowledge of product and/or willingness to learn.

Nice To Haves

Experience with CRM ticketing software preferred.
Experience with ERP ordering software preferred.
College education preferred.
Background in dental office environment preferred.

Responsibilities

Receives all customer calls and greets customers warmly, while listening to the problem or reason for calling to quickly reach a resolution.
Enter accurate and thorough notes from each call to ensure accurate metrics tracking.
Take payment information and other pertinent information such as addresses and phone numbers.
Refer clinical queries regarding procedural questions to a designated Scientific Advisor.
Assist with placement of orders, refunds, and/or exchanges through our eCommerce and ERP platforms.
Assist the sales team by capturing and maintaining detailed customer information in the CRM for new and established customers.
Monitors customer orders for on time or expedited delivery and advises shipping department of need-by dates.
Functions as the company gatekeeper, screens incoming calls before forwarding to others.
Accurately record feedback and perform product complaint investigations as needed.
Capture and communicate detailed information on overall customer satisfaction and feedback/complaints for the post market surveillance of products sold by Sprig.
Serves as the main facilitator for the processing of customer purchase orders and completion of all invoicing. Includes some basic accounts receivable and collections communications.
Collaborate with other departments as needed within the company.
Maintains proficiency with Company product knowledge and related dental products.
Has knowledge and understanding of all social media posts, communications, and the events calendar as it pertains to the department.

Benefits

Friendly and fun company culture!
Competitive salary based upon experience/education.
Full benefit package including Medical, Dental, Vision, and Life Insurance
EAP (Employee Assistance Plan offering FREE mental health services).
2 weeks paid vacation per year – vacation accruals increase after the first year.
401(k) with company match
9 Paid Holidays.
Wellness program and onsite personal trainer with lunch hour workouts available.
A waiting period applies to some benefits.

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