Customer Onboarding Specialist

The Customer Onboarding Specialist is responsible for guiding customers through our onboarding process to ensure a smooth transition, a passion for delivering exceptional service, and successful integration of our services, contributing to revenue growth.

Responsibilities

• Facilitate the customer account setup and onboarding process.
• Serves as the main point of contact for customers during the onboarding phase, providing expert guidance and support.
• Initiate and maintain proactive communication with customers, building strong relationships and understanding their unique needs and objectives.
• Manage the end-to-end onboarding process, collaborating with internal and field teams to ensure timely delivery and a seamless customer experience.
• Conduct virtual training sessions to empower customers to utilize tools and resources effectively.
• Retain, grow, and achieve departmental and organizational goals for office customer base.
• Proactively contact customers on a structured basis utilizing call volumes to drive existing office growth and retention.
• Identify incremental sales opportunities within the customer base.
• Tracking and managing deals through various stages of the sales pipeline to streamline sales processes.
• Oversee/identify offices whose business is lost or declining, document reasons for decline or loss.
• Provide comprehensive service to offices and dentists, addressing inquiries related to pricing, products, and complaints.
• Educate offices on emerging products and industry trends, maintaining credibility through an in-depth understanding of current market conditions and competitors' products.
• Act as a liaison between technicians and offices, offering product and technical advice.
• Collaborate with other departments, ensuring prompt resolution of all questions, issues, and follow-ups regarding cases within a 24-hour timeframe.
• Record all customer information and interaction.

Qualifications

• Two or more years of Customer Service experience or previous DDS Lab experience.
• Excellent communication skills, both verbal and written, to interact effectively with customers.
• Strong interpersonal skills and the ability to empathize with customers' needs and concerns.
• Proficient in prioritizing and managing multiple tasks efficiently while allocating time to meet deadlines.
• Excellent organizational and coordination skills.
• Proven track record of delivering exceptional customer service and resolving issues promptly.
• Ability to actively listen to customers to understand their requirements and provide tailored solutions.
• Attention to detail and a commitment to ensuring customer satisfaction in every interaction.
• Demonstrated ability to proactively adapt and thrive in dynamic, fast-paced environments.
• Proven track record as a self-starter, demonstrating initiative and motivation to drive tasks forward independently.
• Word, Excel and PowerPoint skills preferred.
• High School or GED equivalent required