Join a team that is changing millions of lives.Transforming smiles, changing lives.At Align Technology, we believe a great smile can transform a person's life, so we create technology that gives people the confidence to take on whatever's next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what's possible.Ready to join us?About this opportunityThe Role of Customer Support Representative, iTero involves providing support to dentists, orthodontists, and their office staff. Experience in customer service in healthcare or other regulated industry is highly desired. The successful candidate must be effective in collaborating with the Customer Support, Sales, Marketing and Clinical teams.In this role, you will…Must be able to work outside of core business hours. 8:00am - 6:00pm (WFH Available on those days)Must be courteous with strong customer service orientationResponsible for effectively, efficiently, and promptly responding to customer enquiries, requests and complaints received via phone, e-mail, or chat to achieve customer satisfactionCollaborate with internal and external teams to support consumers, dentists, and orthodontists.Experience working in ticket tracking systems (Salesforce Service Cloud, JIRA, or similar)Ensure timely resolution to customer contact issue whether it is an email, inbound or outbound callAccurately and thoroughly document information in the company's database(s) about each contact handled (email, inbound and outbound calls), followed defined parametersTroubleshoot issues end-to-end—working with the dentist and orthodontist to resolve situationsRecommend ways to better support consumers, dentists, and orthodontistsBe alert to trends in requests and issues reported by customersParticipate in efficient daily workflow processes using operational metrics to gauge performance and ensure timely serviceParticipate in a quality program to certify that a high level of accuracy and customer support are consistently being delivered, utilizing NPS as the primary driving metricAdapt to changing departmental or job responsibilitiesMay be required to support other queues across different departments.Interact with customers and fellow employees in a timely, patient, tactful and professional mannerHandle difficult or sensitive issues following department guidelinesPropose ideas for procedures and processes to improve service and customer satisfaction, and overall department improvementsComply with all safety policies, practices, and proceduresIn this role, you'll need …EDUCATION and/or EXPERIENCEAt least 3-5 years proven customer service representative or related experience preferredExperience working with Salesforce & SAP highly preferredDental industry experience is an advantage.Strong written and verbal communication skillsStrong interpersonal and customer service skillsStrong relationship building skillsExceptional detail orientation and organization skillsStrong time management skillsAbility to grasp and retain processesAbility to adapt and effectively function in a constantly changing environmentProfessional attitude, enthusiastic, and reliableCOMPUTER SKILLSIntermediate computer knowledge: MS Word, Excel, PowerPoint & CRMAbility to learn software applicationsSalesforce & SAP highly preferredOTHER SKILLS AND ATTRIBUTESIndependentAble to work autonomouslySound like a good fit?Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don't worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.About AlignAlign Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world's largest manufacturer of custom 3D-printed materials.By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.We respect your privacy. Please review our Applicant Privacy Policies for additional information.Global Diversity Statement:At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.Equal Opportunity StatementIt is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.#J-18808-Ljbffr
