Customer Success Specialist

Description

CUSTOMER SUCCESS SPECIALIST

Job Description

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WHO WE ARE

ProEdge Dental Water Labs is a high growth, dynamic company located in Centennial, Colorado. Our company specializes in maintaining the safety of dental offices and the patients they serve through science based dental waterline testing services and innovative treatment products. ProEdge leads this niche market by providing accurate testing, expert guidance, and individualized support for dental practices across the country. We believe our team is our most valuable asset, and this is an exciting time to join us.

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WHO WE NEED

• Someone who will passionately work with dental offices and customers
• A respected customer service professional who maintains a positive and empathetic attitude
• Someone who will go above and beyond to delight the customer
• A problem solver who can guide our customers with confidence and clarity
• An individual who values details and strong follow through
• Someone with a strong work ethic that aligns with ProEdge values and dedication to the customer

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POSITION PURPOSE

Ensures customer satisfaction by providing clear support, guidance, and resolutions related to waterline testing, treatment products, Clear setup, and operational questions. Resolves concerns by gathering information, identifying the issue, and providing accurate next steps. Maintains a high level of technical skill by learning new products, tools, and customer workflows.

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RESPONSIBILITIES AND DUTIES

• Become an advocate for our customers by actively listening to their needs and providing thoughtful support
• Help customers interpret test results and understand recommended next steps
• Guide customers through Clear setup and provide basic navigation assistance
• Grow and maintain lasting relationships with dental practices
• De-escalate customer concerns through active listening and a calm, clear approach
• Become an expert on dental unit waterlines and waterline maintenance products
• Place orders through dealer partners and dental supply distributors
• Send samples using online shipping platforms
• Be available for Zoom consultations with customers as needed
• Answer customer calls, emails, and chats with professionalism and accuracy
• Update CRM records with clear and timely documentation
• Use tools such as Outlook, Word, Excel, HubSpot, Teams, and shipping software
• Support tasks outside of core responsibilities when needed to help the team

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ESSENTIAL DUTIES AND RESPONSIBILITIES

• Talk with customers by phone, email, chat, and Zoom
• Handle concerns related to services or products and communicate findings to leadership as needed
• Work on assignments that require judgment, analysis, and initiative
• Collaborate with internal teams including operations, marketing, fulfillment, and sales

Requirements

QUALIFICATIONS

Skills and Knowledge

• Basic office administration and strong technical aptitude
• Ability to learn new systems quickly and maintain accuracy in documentation
• Understanding of process flow and efficiency

Language Ability

• Ability to read and interpret business communications
• Ability to write clear, professional emails and support instructions
• Ability to respond to questions from customers and team members

Math Ability

• Ability to calculate percentages, proportions, and basic measurements

Reasoning Ability

• Ability to solve practical problems and work with limited standardization
• Ability to interpret written, verbal, and diagram instructions

Personal Competencies

• Sets a positive example
• Practices continuous improvement
• Considers customer impact when making decisions
• Uses sound judgment and tact

Computer Skills

• Proficient in Outlook, Word, Excel, HubSpot, Teams, and shipping platforms

Education

• High school diploma required
• Associate degree or higher preferred

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WORK ENVIRONMENT

Professional office environment that values respect, integrity, teamwork, and accountability. Reasonable accommodations will be made as needed.

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PHYSICAL DEMANDS

Light physical demands typical of an office environment.

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WE VALUE OUR TEAM

Salary range of $60,000 to $75,000.

Company paid medical, dental, and vision premiums for employees.

Accrued paid time off up to 3 weeks annually.

Paid holidays.

Annual bonus program based on performance and profitability.

A family-oriented culture that celebrates wins.

Room to grow within a fast-growing company.

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A NOTE FROM PROEDGE DENTAL

This position represents our commitment to the customer. Our Customer Success team is the embodiment of our culture and standards. We value humility, passion, and a willingness to learn. New hires are not expected to know waterline science on day one, and that is okay. We expect curiosity, dedication, and a team focused mindset.

We serve and support one another. At times, we may ask you to help with operations, marketing, or order entry. We look for team members who roll up their sleeves and step in wherever needed to help the team grow. Work ethic, integrity, and honesty are assumed. We want someone who delights customers, strengthens our brand, and is excited to grow professionally.