Customer Success Associate

uLab Systems Inc•Memphis, TN

10d

About The Position

The Customer Success Associate provides effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with all team members. They are able to maintain composure and grace under pressure from customers while working to resolve the issues at hand. They understand they represent the company brand and values on every interaction and are passionate about ensuring delighted customers.

Requirements

High School diploma/GED required
Minimum 3 years successful customer support experience
A strong sense of urgency, always delivering the highest quality work on the agreed schedule.
Excellent customer-facing and internal communication skills.
Excellent written and verbal communication skills.
Solid organizational skills including attention to detail.
Strong working knowledge of Microsoft Office.
Strong technical aptitude
Knowledge of CRM and Customer Portal Software
Knowledge of Credit Card Processing Software.
Understanding of Customer Billing Practices and software

Nice To Haves

Bachelor’s Degree preferred OR 4-8 years of experience in a technical support or orthodontic related field.
Orthodontic or Dental customer support experience strongly preferred

Responsibilities

Serve as day-to-day contact for accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
Develop and maintain customer-success strategies and best practices, as well as customer-support content.
Successfully manage the relationship with the customer and all stakeholders to maximize customer satisfaction through intelligent management and response.
Track, measure and record all customer feedback and comments in CRM and other platforms.
Escalate feedback and complaints to management as required or needed.
Provide input to solutions that will improve the customer experience or internal processes.
Provide prompt and concise feedback to the customer support, operations, and management teams.
Act as product expert on all products in the uLab portfolio, software and hardware, in order to independently support customers during support calls.
Support inquiries related to billing, pricing programs and promotions, and liaising with finance when necessary.
Support product releases, marketing campaigns and communications, and other company projects as needed.
Support inquiries related to clinical questions and liaise with the clinical teams as needed to resolve issues.
Liaise with contracted vendors related to uLab software platforms and services in order to resolve technical issues and customer inquiries.