Technical Retention Specialist I

Crown World•Irvine, CA

13d•$22 - $23

About The Position

Essential Functions: Develops relationships with existing customers; presents viable options to satisfy customer needs and works to anticipate the customer’s future needs. Utilizes customer retention software to monitor new, current, accounts to implement account retention procedures, with an emphasis on obtaining business from and retaining new and restart accounts. Identifies and tags cases accordingly prior to production. Evaluates cases of technical concerns and communicates with dentists/office to resolve issues. Works directly with production team regarding product quality and retention cases. Maintains records of account retention progress within customer retention software module. Assists with determining causes of sales decreases, and works to promote continued use of company services. Makes and receives phone calls with the intent of promoting and/or selling Crown World products and/or services. Provides customer support to dentists and Dental Service Organizations to resolve level 1 issues. Works with technical advising and customer care teams on retention cases. Substitutes technical advising positions as necessary. Maintains a working knowledge of Crown World products and services offered. Performs other related duties and projects as business needs require at direction of management. Education and Experience: High school diploma or equivalent. Minimum of two (2) years of ACD experience and/or three (3) years of customer service or minimum three (3) years in a dental background (RDA, DA, CDT). Pay Range: $21.53-$23.00p/hr.

Requirements

High school diploma or equivalent.
Minimum of two (2) years of ACD experience and/or three (3) years of customer service or minimum three (3) years in a dental background (RDA, DA, CDT).

Responsibilities

Develops relationships with existing customers; presents viable options to satisfy customer needs and works to anticipate the customer’s future needs.
Utilizes customer retention software to monitor new, current, accounts to implement account retention procedures, with an emphasis on obtaining business from and retaining new and restart accounts.
Identifies and tags cases accordingly prior to production.
Evaluates cases of technical concerns and communicates with dentists/office to resolve issues.
Works directly with production team regarding product quality and retention cases.
Maintains records of account retention progress within customer retention software module.
Assists with determining causes of sales decreases, and works to promote continued use of company services.
Makes and receives phone calls with the intent of promoting and/or selling Crown World products and/or services.
Provides customer support to dentists and Dental Service Organizations to resolve level 1 issues.
Works with technical advising and customer care teams on retention cases.
Substitutes technical advising positions as necessary.
Maintains a working knowledge of Crown World products and services offered.
Performs other related duties and projects as business needs require at direction of management.