Customer Onboarding Specialist

DDS LAB LLC•Tampa, FL

1d•Onsite

About The Position

The Customer Onboarding Specialist is responsible for guiding customers through our onboarding process to ensure a smooth transition, a passion for delivering exceptional service, and successful integration of our services, contributing to revenue growth.

Requirements

Two or more years of Customer Service experience or previous DDS Lab experience.
Excellent communication skills, both verbal and written, to interact effectively with customers.
Strong interpersonal skills and the ability to empathize with customers' needs and concerns.
Proficient in prioritizing and managing multiple tasks efficiently while allocating time to meet 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.

Nice To Haves

Word, Excel and PowerPoint skills preferred.

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.