Customer Care Specialist
Job Description
SmileDirectClub is looking for a compassionate and customer-focused Customer Care Specialist to join our growing team. As a Customer Care Specialist, you will be the first point of contact for our customers, providing exceptional support throughout their journey with SmileDirectClub. You will play an integral role in helping our customers feel confident, supported, and well-informed as they navigate their treatment process. If you are passionate about delivering top-notch customer service and helping people achieve their smile goals, we would love to hear from you!
Key Responsibilities
- Provide exceptional customer service through multiple communication channels, including phone, email, and chat, ensuring a positive experience for every customer.
- Assist customers with inquiries regarding products, services, treatment plans, appointments, and shipping details.
- Address customer concerns or complaints with empathy, professionalism, and a solution-oriented mindset.
- Educate customers on the benefits of SmileDirectClub products, treatments, and processes, ensuring they understand their options and make informed decisions.
- Coordinate with various internal departments (such as clinical, billing, and technical support) to resolve customer issues efficiently and accurately.
- Document customer interactions and ensure all details are logged in the company’s customer relationship management (CRM) system.
- Follow up with customers as needed to ensure their satisfaction and to provide updates on the status of their treatment or inquiries.
- Help drive customer retention by providing a seamless and positive experience that encourages long-term loyalty.
- Stay updated on SmileDirectClub’s products, services, and company policies to provide the most accurate and current information to customers.
Skill & Experience
- High school diploma or equivalent required (Associate’s degree or higher is a plus).
- Previous experience in a customer service or support role, preferably in the healthcare, dental, or telehealth industries.
- Excellent communication skills, both written and verbal, with a strong ability to engage customers in a friendly and professional manner.
- Empathy, patience, and the ability to handle challenging customer situations with a calm and solutions-oriented approach.
- Strong problem-solving skills and the ability to think on your feet while providing effective solutions.
- Ability to manage multiple tasks efficiently and prioritize in a fast-paced environment.
- Proficiency in using CRM software and other customer service tools.
- A passion for helping others and a genuine interest in contributing to the success of the customer’s treatment journey.
- Bilingual (English/Spanish) is a plus but not required.
