Technical Advisor I

Glidewell Dental•Irvine, CA

2d•Onsite

About The Position

This role serves as a Technical Advisor I, responsible for providing department support and acting as a liaison between divisions and departments. The position involves extensive customer interaction, including answering calls, providing product information, updating account details, and inputting call notes. A key aspect of the role is utilizing technical knowledge to assist customers with problem-solving, planning, and achieving their goals, ensuring customer satisfaction and retention. The advisor will evaluate cases, recommend appropriate products to dental professionals, and make outbound calls for case assistance. Maintaining professional relationships with dental technicians and managers, following up on specific requests, and seeking managerial guidance are also core duties. The role may involve other related duties as assigned by management.

Requirements

High school diploma or equivalent.
Minimum two (2) years of ACD experience and/or five (5) years of customer service experience or three (3) years in dental background.

Nice To Haves

Bachelor’s degree, preferred.

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 GCM.
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.