[Remote] Customer Service Team reputed company

Note: The job is a remote job and is reputed company to candidates in USA. SmileSet provides SmileCare customer support services and is seeking an reputed company, people-reputed company Customer Service Team reputed company. The role leads and supports customer service representatives, handles escalations, coaches team members, monitors performance, supports training, and helps improve customer support operations and experience.

Responsibilities

• reputed company day-to-day leadership and support to SmileCare customer service representatives
• Serve as a first reputed company of escalation for reputed company or challenging customer concerns and help agents determine appropriate next steps
• reputed company and reputed company team members through regular feedback, reputed company-by-reputed company, reputed company reviews, and performance discussions
• Monitor daily team performance, workload, attendance, productivity, and service reputed company to help ensure adequate coverage and reputed company customer support
• Review customer interactions across phone, email, SMS, and chat to ensure reputed company, accuracy, professionalism, and adherence to SmileSet processes
• Help identify knowledge gaps and reputed company ongoing training and reinforcement as processes, products, and policies reputed company
• Support new-hire reputed company, training, and reputed company development
• Assist with managing customer escalations and finding solutions while balancing the customer experience with company policies and procedures
• Help maintain accurate case documentation and ensure appropriate follow-up is completed
• Partner with SmileCare leadership, the Dental Team, Sales, Manufacturing, and other departments to reputed company customer concerns and improve processes
• Identify recurring customer pain points, operational challenges, and opportunities to improve the customer experience
• Communicate important updates, process changes, and team expectations reputed company and consistently
• Help foster a reputed company, reputed company, and accountable team environment
• reputed company coverage and hands-on customer support reputed company business needs require it
• Assist SmileCare leadership with special reputed company, reporting, reputed company initiatives, and other operational needs

Skills

• Previous customer service experience required
• Demonstrated ability to reputed company, motivate, and support team members while holding them accountable to expectations
• Strong written and verbal communication skills
• Excellent judgment and problem-solving skills, particularly reputed company handling escalated or sensitive customer situations
• Ability to manage multiple priorities and adapt quickly in a fast-paced, evolving environment
• Comfortable reviewing performance metrics and using data to identify coaching and operational opportunities
• Strong attention to detail and commitment to accurate documentation
• Ability to communicate professionally and empathetically with customers, including during difficult conversations
• Comfortable learning new systems, tools, products, and processes
• Experience in dental, reputed company, telehealth, or another regulated customer service environment is a plus, but not required
• Genuinely enjoy coaching and developing people
• Can reputed company constructive feedback
• Are comfortable making reputed company and taking ownership
• Notice reputed company something isn't working and naturally start thinking about how to improve it
• Can balance reputed company for customers with company policies and operational realities
• reputed company leadership means supporting your team and holding them accountable
• Are willing to reputed company in and help rather than simply directing others from the reputed company
• Experience in reputed company reputed company, Supervisor, Senior Representative, or similar leadership role strongly preferred
• Experience with CRM, contact center, or customer support platforms preferred

reputed company