Customer Loyalty Advocate

6 days ago

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Henry Schein

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Henry Schein, Inc. (Nasdaq: HSIC) is a solutions company for health care professionals powered by a network of people and technology. With more than 25,000 Team Schein Members worldwide, the Company's network of trusted advisors provides more than 1 million customers globally with more than 300 valued solutions that help improve operational success and clinical outcomes. Our Business, Clinical, Technology, and Supply Chain solutions help office-based dental and medical practitioners work more efficiently so they can provide quality care more effectively. These solutions also support dental laboratories, government and institutional health care clinics, as well as other alternate care sites.

Dental Supplies and Medical Supplies

10,000+ employees

📋 Description

• The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. • This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. • Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty. • Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key. • Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations. • Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from. • Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience. • Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions. • Proactively engage clients that are delinquent on payments.

🎯 Requirements

• Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience • Typically, a bachelor’s degree or global equivalent in related discipline • Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages • Demonstrated success in achieving or surpassing goals in previous roles • Understanding of industry practices • Good decision making, analysis and problem-solving skills with ability to multi-task • High proficiency with tools, systems, and procedures • Good planning/organizational skills and techniques • Strong verbal and written communication skills • Good presentation and public speaking skills • Customer Success or account management experience (nice to have) • Dental Service Organization, or in-office dental practice experience (nice to have) • Previously worked in a customer support role (nice to have) • Experience using a CRM and/or Customer Success platform (nice to have)

🏖️ Benefits

• Medical, Dental and Vision Coverage • 401K Plan with Company Match • Paid Time Off (PTO) • Sick Leave (if applicable) • Paid Parental Leave • Short Term Disability • Income Protection • Work Life Assistance Program • Health Savings and Flexible Spending Accounts • Education Benefits • Worldwide Scholarship Program • Volunteer Opportunities • and more.