Customer Support Representative

Job Title: Customer Support Representative

Role: Representative

Department: Operations

Reports to: Support Team Leader

Job Classification: Non-Exempt/Full-Time

Job Summary:

Ensures delivery of excellent customer service, primarily by phone, as the first point of customer contact

for general inquiries regarding our software. CSRs build and maintain business relationships with

customers by providing prompt and accurate service to promote customer loyalty. CSRs work with the

Support team and cross-department teams to answer customer inquiries and provide solutions to

customer problems. The ideal CSR is energized by solving problems for people, able to effectively gain

information from customers to convey a solution, someone who consistently demonstrates clear

communication.

Primary Job Responsibilities:

• Answer customer inquiries and resolve customer problems regarding technical issues and dental claims via phone, email, and chat.
• Meet quality and quantity requirements for call volume and information/data accuracy.
• Own the solution for customers, the first time.
• Document customer cases accurately in CRM.
• Regular/consistent attendance to service customers/clients.
• Positive and empathetic customer advocate.
• Other duties and projects as assigned.

Knowledge, Skills, and Abilities:

• Possess a strong Customer Service mentality and passion for solving problems for people.
• Advanced problem solving and knowledge discovery skills.
• Knowledge of Customer Relationship Management (CRM) and Microsoft Office products.
• Ability to work independently and across multiple platforms simultaneously, Salesforce experience a plus.
• Excellent phone presentation and etiquette required.
• Professional written, verbal, and interpersonal skills.
• Goal-driven, flexible approach to ongoing changes, coachable, and accountable.
• Enjoys working in Customer Service and is energized by providing positive customer experiences.

Physical Demand:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Security Roles/Responsibilities:

• Protected Health Information (“PHI”) Internal, by exception - This position may have access to and be responsible for the security of PHI/PI on an incidental basis.
• Protected Health Information (“PHI”) by customer request - This position may have access to and be responsible for the security of PHI/PI on a daily basis.
• Human Resource Information -This position may have access to and be responsible for the security of information including salary, insurance, reviews, resumes.
• Financial Information - This position may have access to and be responsible for the security of financial information, including customer account information.
• Financial Admin - This position may have access to and be responsible for the security of financial administrative accounts and corporate accounts.
• Application Admin -This position may have access to and be responsible for securely administering user access to corporate applications.
• Support Admin -This position may have access to and be responsible for supporting customer technical needs, which may include securing customer's sensitive technical information.
• System Admin -This position may have access to and be responsible for the security of root access to Vyne's infrastructure.

Minimum Qualifications:

• High School diploma or GED equivalent.
• Three years of experience in a call center environment or equivalent experience required; preferably with multiple contact channels such as email, SMS, and inbound phone.

Vyne Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetics, or veteran status. In addition to federal law requirements, Vyne Dental follows applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.