MAIN RESPONSIBILITIES / DUTIES
The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities, as other duties might be assigned or required.
Implement programs to monitor and evaluate inbound / outbound calls, tickets and / or e-mail communications with customers and sales personnel, as well as the entry of related information and data in the contact management system.
Continually review monitoring processes for effectiveness. The program should include the following services : Monitoring, Reporting, Calibrations, re-
evaluations, coaching effectiveness assessments and others.
Troubleshoot and analyze causes of individual and departmental quality issues. Work with management to develop recommendations for corrective action.
This person should have a strong knowledge of the information on the reports and be able to present it upon request.
Recommend, develops and implements improved processes to track trend and improve internal quality measurement within the department.
Be alert to trends in requests and issues reported by customers. Research information to answer inquiries from internal and external clients and share learning with departmental peers and management.
Possess comprehensive knowledge of company procedures and product information / materials.
High level of clinical expertise and experience that will allow the person to be of guidance for the teams’ evaluated or any other collaborator that might need clinical coaching.
Interact with customers and fellow employees in a timely, patient, tactful and professional manner. Handle difficult or sensitive issues following department guidelines.
Meet departmental standards for personal and team performance metrics including, but not limited to, monitoring quota / assignment, reporting due dates, transactions turnaround time and accuracy.
Accurately and thoroughly document information in the company’s database(s) about each transaction monitored, following defined parameters.
Generate the appropriate task, assignment; follow up, note or resolution for each contact in case necessary.
Competent in the use of the customer care phone and data systems and the corporate web site.
Organize Calibration sessions and keep track of accuracy levels, also will document and communicate decisions made on these sessions in regards to the QA process.
Maintain current knowledge in policies and procedures, dental and orthodontic topics.
Help develop Clinical Advisors in training and Clinical Advisors in the floor, as well as Clinical Support agents and any other agent that might require additional clinical coaching.
Participate in Study clubs and Territory manager trainings, being a possible presenter if required.
Participate in special projects and / or training when requested, as well as proactive team and individual efforts to achieve department and company goals.
Identify and propose remedial solution for training or skill deficiencies
Be proficient in transacting regularly and accurately within Software applicable to the Treat and / or iTERO / Ortho Cad and Align processes.
i.e. Treat, IDS, My Aligntech, IDS, SFDC, etc.)
Propose ideas for procedures and processes to promote improved service and customer satisfaction, and overall department improvements.
Participate in special projects and / or training when requested.
This person will also support in processing transactions such inbound, outbound calls, tickets and / or emails.
Make proper use of company resources.
Additional responsibilities :
Ensures the effective fulfillment of objectives and deadlines
Comply with all safety policies, practices and procedures.
Report all unsafe activities to supervisor and / or Human Resources.
To keep confidentiality of issues observed and report to the appropriate parties
Performs other duties as assigned
REQUIREMENTS / QUALIFICATIONS
DDS degree or equivalent (i.e. DMD) is required
Any orthodontic experience is desired.
Related experience and / or training; or equivalent combination of education and experience in contact centers is preferred.
Must be highly fluent in English, excellent verbal and written English communication skills. Overall excellent communication skills are required.
Fluent English required (reading, writing, and conversation).
Fluency in other languages as required by the business
SKILLS / COMPETENCIES
Must have good interpersonal skills and the ability to work cross-functionally.
Ability to focus attention to detail.
Ability to consistently follow through with projects to completion.
Strong interpersonal, problem solving, organizational and prioritization skills are essential. Must be self-motivated and initiating.
Strong leadership and excellent people skills.
Advanced typing skills.
Must be familiar with computers and standard software programs (Excel, Word, e-mail, etc.).
SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK
Doctor in Dental Surgery license or equivalent is required.
Contact center certifications or clinical / dental / orthodontic certifications are a plus.
WORK ENVIRONMENT DEMANDS
No special requirements. While performing the duties of this job, the employee is regularly required to sit and talk or hear.
Extensive use of computer keyboard and mouse will be required. The employee is occasionally required to stand, walk, and reach with hands and arms.
The noise level in the work environment is usually moderate.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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