Customer Success Representative

Company Description

Net32 is the pioneering eCommerce marketplace dedicated to serving over 75,000 dental professionals. Our platform revolutionizes the way dental practices procure supplies, fostering substantial savings and enhancing patient care quality. We're rapidly expanding and searching for passionate individuals eager to contribute to our mission.

Role Description

This is a full-time, remote role for a Customer Success Representative who will be assisting customers on Pacific Standard time (8am -5pm) (West Coast applicants desirable). The primary responsibilities include assisting customers with inquiries, delivering exceptional support, resolving issues to ensure satisfaction, and enhancing the overall customer experience. The role involves maintaining strong communication with customers to address their needs effectively and ensuring their success when using our platform.

Responsibilities include, but are not limited to:

• Interact with customers via telephone, email and online chat to provide support and information on products, orders, returns.
• Elevate the relationship with customers by not only answering customer inquiries, but relentlessly looking for ways to enhance the user experience.
• Collect and enters orders for new or additional products, providing accurate expectations for delivery and payment terms.
• Field customer questions and complaints; when the issue is beyond the representative’s knowledge, escalates to the assigned specialist or other appropriate staff.
• Master the art of probing, active listening, de-escalation and problem solving with consistency.
• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Applies company policies and procedures to resolve routine issues.
• Subject to regular direction and oversight.
• Primarily works independently with occasional collaboration within a team environment.
• Performs other duties as necessary.

Education & Experience

• High School Diploma or equivalent.
• 1+ year Customer Service experience.

Knowledge, Skills & Abilities

• Excellent written and verbal communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
• Knowledge of dental product terminology preferred.
• Strong emotional intelligence, committing to understanding the complexity of the issue and the experience from the customer's perspective.
• Ability to maneuver across multiple platforms, taking notes in-real time, investigating, working on multiple screens, speaking to the customer and collaborating with peers in a time-conscious, results-driven workflow.

Telecommuting Requirements:

• Ability to keep all company sensitive documents secure (if applicable).
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Must have the required internet speed of at least 25 Mbps (download) and 5 (upload) to support voice traffic and HTTPS web traffic using a hard-approved high-speed internet connection or leverage an existing high-speed internet service.

Special Working Conditions and Physical Demands

• Work in a remote office environment using a computer for a significant amount of time.
• Ability to work overtime as necessary.

Net32 is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

Recruiting Agencies, Please Note: Net32 will not accept unsolicited assistance from recruiting/search agencies for this employment opportunity. Please, no phone calls or emails. All resumes submitted by recruiting or search agencies to any employee at Net32 via email, the Internet, or in any form and/or method without a valid written search/recruitment agreement in place for this position will be deemed the sole property of Net32. No fee will be paid in the event the candidate is hired by Net32 as a result of the referral or through other means.

Featured benefits

Medical insurance, 401(k), Disability insurance, Dental insurance, Vision insurance