Customer Service Representative

Are you passionate about Customer Service and social media engagement? Join DGSHAPE as our new part time Customer Service Representative. As part of our team, you'll be responsible for managing web, social media, private network, key opinion leader (KOL), and beta test site communications. Your role will involve fostering customer engagement, selecting qualified test sites, and gathering valuable feedback to help us enhance our products. Ideal candidates will have social media and experience in the dental industry. Excellent written and verbal communications are required, and bi-lingual is a plus. To apply, please email your resume to resumes@rolanddga.com.

POSITION PURPOSE

The Customer Service position within DGSHAPE will be responsible for managing web, social media, private network, key opinion leader (KOL) and beta test site communications to help DGSHAPE increase customer engagement, select qualified test sites, and build better products for the future. This candidate will be responsible for B2C communication on popular social media networks (such as Meta, LinkedIn, Instagram), industry platforms (such as LMT, Aegis, AACD, ADA), the DGSHAPE website (forms and requests from DGSHAPE.com), and communicating with beta test sites and KOL’s to retrieve feedback on tested accessories, products, and workflows.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Virtually manage social media networks for B2B/B2C communication to:

Improve brand awareness

Improve support to customers

Ensure online customers are receiving the correct information

Initiate communication for users experiencing difficulty with DGSHAPE products

Respond to messages from customers, prospects, partners, and resellers

Engage online polls, surveys, forums, and discussions boards involving DGSHAPE products or services

Work with Marketing to effectively meet strategic goals to increase social media followers, software subscriptions, and improve overall interest in DGSHAPE products and services

Work with GPM to identify good candidates for future product testing, marketing testimonials, or KOL’s

Respond to webforms, webchat, and e-mail requests from customers and prospects

Collaborate with industry partners, vendors, resellers, KOL’s, and beta test sites to gather missing documentation, reports, feedback, contracts, and to verify data

Participate in weekly management meetings to discuss activities, progress, next steps, and ideas for improving processes, communications, or data gathering

Monitor, manage customer-based posts, questions, and requests in a private DGSHAPE network

PERFORMANCE MEASUREMENTS

Evaluate the effectiveness of social media and website communication with all industries and propose new ideas for engagement where necessary

Systematic review and reporting of social media activities and results

Improve selection of new candidates for product, accessory, or workflow testing

Successful capture of feedback and equipment from test sites and KOL’s

QUALIFICATIONS

EDUCATION/CERTIFICATION:

Bachelor’s Degree (or higher) in Marketing or Communications preferred

5+ years of experience in Customer Service, support, marketing, project or product management, or sales

3+ years of experience with social media networks including Meta, LinkedIn, Instagram, and Twitter

REQUIRED KNOWLEDGE:

Expert using Zoom and Microsoft Teams to meet and present

Expert using Microsoft Office suite of applications specifically Outlook, Word, Excel, and PowerPoint

Strong team working skills, life-long learning and excellent written and oral communications skills are requirements for this position

EXPERIENCE REQUIRED:

Experience with social media marketing, communications or management

Experience working in a dental environment or with dental products including IOS scanners, CAD/CAM software, milling or 3D printing devices, or dental applications a plus

SKILLS/ABILITIES:

Ability to manage multiple tasks simultaneously to completion by deadline

Ability to prioritize work according to urgency and importance

Strong interpersonal skills to resolve problems in a professional manner

Excellent written and verbal communication skills

Excellent planning and organizational skills

Ability to work independently and resolve problems in a timely manner

Ability to be a self-starter

Ability to speak Mandarin, Japanese, or Spanish a plus

SALARY RANGE:

$18 - $20 hour

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING:

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, quickly.

AVERAGE HEARING

Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTIONS

Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES

Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH

Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally. (Almost all office jobs.)

WORKING CONDITIONS

NONE

No hazardous or significantly unpleasant conditions. (Such as in a typical office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY

Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.

Able to interpret a variety of technical instructions and can deal with multiple variables.

MATHEMATICS ABILITY

Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.

Able to perform very simple algebra.

LANGUAGE ABILITY

Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.

Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.

Ability to conduct training, communicate at panel discussions and to make professional presentations.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Job Type: Part-time

Pay: $18.00 - $20.00 per hour

Expected hours: 20 per week

Experience level:

• 1 year
• 2 years
• Under 1 year

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid work

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 2 years (Required)

Work Location: Hybrid remote in Irvine, CA 92618