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

Glidewell Dental•Irvine, CA

6d•Onsite

About The Position

This role serves as a Technical Advisor for Implants, providing essential support and expertise to customers and internal teams. The position involves coordinating department activities, acting as a liaison between divisions, and offering comprehensive administrative and technical support. Key responsibilities include managing customer inquiries, providing product information, updating account details, and documenting interactions. The advisor will utilize extensive technical knowledge to assist customers with problem-solving, planning, and achieving their goals, ensuring customer satisfaction and retention. A significant part of the role involves evaluating cases, advising doctors on the best implant products, making outbound calls for case assistance, and maintaining professional relationships with dental technicians and managers. The position requires adherence to customer service policies and operational standards, with a focus on problem resolution and follow-up on specific requests.

Requirements

High school diploma or equivalent.
Minimum two (2) years of ACD experience and/or two (2) years of customer service experience or two (2) years in dental background.
Must possess proficient English skills, both written and verbal.

Nice To Haves

Dental Implant experience
RDA, DA, or CDT certifications

Responsibilities

Coordinates and performs a range of department support activities.
Serves as a liaison between other divisions/departments.
Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in computer system.
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.
Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
Assists customers in problem solving, planning, development, and execution of stated goals and objectives.
Ensures customer retention and satisfaction.
Evaluates each case thoroughly and advises doctors on which product is best for the particular case.
Makes outbound calls on cases that need assistance.
Maintains a day to day professional relationship with dental technicians and managers.
Follows-up on specific requests made by doctors on particular cases.
Seeks advice and input from the manager when needed.
Performs other related duties and projects as business needs require at direction of management.