Technical Advisor - DTP (Monday to Friday 8:00am to 5:00pm)

Glidewell Dental•Irvine, CA

12d•$25

About The Position

Coordinates and performs a range of department support activities for Digital Treatment Planning (DTP); serves as a liaison between other divisions/departments. Interfaces with customers to provide explementary customer service and satisfactory resolution. Monitors and responds to DTP TA/Manager workbasket in Worklist Portal, GCX tasks, and incoming inquiries, ensuring timely response and resolution. Relies on extensive technical knowledge to make decisions and accomplish departmental goals. Resolves customer inquiries including but not limited to inbound telephone calls, checking on ship dates, offering information and promotions on all products, updating new account information and inputting call notes in designated systems. Provides technical expertise to resolve customer inquiries, which includes but is not limited to: Concerns and/or feedback related to case, process, credits, evaluations, remakes, and escalated matters; Inquiries pertaining to guided surgery; Information regarding digital treatment planning; Guides customer the process to submit a digital Rx and/or upload DICOM files. Provides supports clinical staff, radiology center, and technicians; Ensures customer retention and satisfaction. Contacts customers for any technical questions regarding CT scans, intraoral scans, or RX instructions. Makes outbound calls on cases that need assistance and follows up on cases on hold to obtain required information. Follows-up on specific requests made by doctors on cases timely. Tracks, updates, and archives case information as necessary, ensuring case notes are updated and with pertinent information. Assists customers in problem solving, planning, development, and execution of stated goals and objectives. Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner. Complies with customer service policies and procedures and call center operational standards. Maintains a day-to-day professional relationship with dental technicians, support staff, managers, and all personnels. Seeks advice and input from the manager when needed. Provides call center support as needed to support company goals. Performs other related duties and projects as business needs require at direction of management

Requirements

High school diploma or equivalent.
Experience in one of the following required:
Minimum two (2) years of automatic call distribution (ACD) experience
Minimum five (5) years of customer service experience
Minimum three (3) years in dental background
Dental implant experience, required.

Nice To Haves

Bachelor’s degree, preferred.
RealGUIDE and/or CoDiagnostics and/or 3 Shape Implant Studio experience, a plus.
RDA, DA, or CDT certifications preferred.

Responsibilities

Coordinates and performs a range of department support activities for Digital Treatment Planning (DTP)
Serves as a liaison between other divisions/departments
Interfaces with customers to provide explementary customer service and satisfactory resolution
Monitors and responds to DTP TA/Manager workbasket in Worklist Portal, GCX tasks, and incoming inquiries, ensuring timely response and resolution
Relies on extensive technical knowledge to make decisions and accomplish departmental goals
Resolves customer inquiries including but not limited to inbound telephone calls, checking on ship dates, offering information and promotions on all products, updating new account information and inputting call notes in designated systems
Provides technical expertise to resolve customer inquiries
Provides supports clinical staff, radiology center, and technicians
Ensures customer retention and satisfaction
Contacts customers for any technical questions regarding CT scans, intraoral scans, or RX instructions
Makes outbound calls on cases that need assistance and follows up on cases on hold to obtain required information
Follows-up on specific requests made by doctors on cases timely
Tracks, updates, and archives case information as necessary, ensuring case notes are updated and with pertinent information
Assists customers in problem solving, planning, development, and execution of stated goals and objectives
Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner
Complies with customer service policies and procedures and call center operational standards
Maintains a day-to-day professional relationship with dental technicians, support staff, managers, and all personnels
Seeks advice and input from the manager when needed
Provides call center support as needed to support company goals
Performs other related duties and projects as business needs require at direction of management