Net32 Inc · 10 hours ago

Customer Success Representative

United States

Full-time

Remote

Entry Level

1+ years exp

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DentalE-Commerce

Hiring Manager

Denise Kilpatrick

Insider Connection @Net32 Inc

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Responsibilities

Interact with customers via telephone, email and online chat to provide support and information on products, orders, returns.

Elevate the relationship with customers by not only answering customer inquiries, but relentlessly looking for ways to enhance the user experience.

Collect and enters orders for new or additional products, providing accurate expectations for delivery and payment terms.

Field customer questions and complaints; when the issue is beyond the representative’s knowledge, escalates to the assigned specialist or other appropriate staff.

Master the art of probing, active listening, de-escalation and problem solving with consistency.

Ensure that appropriate actions are taken to resolve customers’ problems and concerns.

Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

Applies company policies and procedures to resolve routine issues.

Subject to regular direction and oversight.

Primarily works independently with occasional collaboration within a team environment.

Performs other duties as necessary.

Qualification

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Computer ProficiencyDental Product Knowledge

Required

High School Diploma or equivalent.

1+ year Customer Service experience.

Excellent written and verbal communication skills including active listening.

Service-oriented and able to resolve customer grievances.

Proficient computer skills with the ability to learn new software.

Strong emotional intelligence, committing to understanding the complexity of the issue and the experience from the customer's perspective.

Ability to maneuver across multiple platforms, taking notes in-real time, investigating, working on multiple screens, speaking to the customer and collaborating with peers in a time-conscious, results-driven workflow.

Ability to keep all company sensitive documents secure (if applicable).

Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

Must have the required internet speed of at least 25 Mbps (download) and 5 (upload) to support voice traffic and HTTPS web traffic using a hard-approved high-speed internet connection or leverage an existing high-speed internet service.

Ability to work overtime as necessary.