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Customer Support / Service Advocate

XDR Radiology Los Angeles, CA
  • $17.00 - $20.00 Hourly
  • Full Time
  • Health Insurance, 401K / Retirement, Meal Plan / Free Food
  • Employer Very Likely to Respond

DESCRIPTION

XDR Radiology is a leading provider of digital radiography software and hardware for dental professionals nationwide, focusing on delivering easy to understand solutions. Our customers love us, thanks to hard work, dedication to scientific smarts, and most importantly, our respectful approach. We treat each other like human beings because we know that working with great people is as important as working with a great product.

We're looking for a Customer Support Advocate who has experience with small, tight-knit teams and loves working directly with clients. This recent real testimonial is the kind we like to see about our Customer Support Advocates:

"[Customer Support] received a call from Dr. D today who wanted to express his gratitude for J... He says that it's not just the fact that J solved the problem, but he could tell J wanted to help. He said J took the initiative to follow up and he didn't even have to think about it, which was a big weight off his shoulders, as he has other things to worry about."

Customer Support Advocate Duties include:

  • Manage incoming calls, emails, and web requests with accuracy and friendliness
  • Make outbound follow-up calls per customer requests and business requirements
  • Manage all assigned tasks (email, fax, and complaint follow-ups) promptly and efficiently
  • Proactively identify customer needs
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide accurate and complete information by using the right tools
  • Meet both individual and customer support team metrics for call handling and task management
  • Appropriately escalate issues as needed
  • Cross-train in shipping and other processes as needed

REQUIREMENTS

Key Attributes

  • Ability to deliver world-class customer service
  • Friendly!
  • Adheres to procedures, but questions them when appropriate
  • Seeks improvement in existing practices and procedures
  • Ability to show empathy and remain professional at all times
  • Excellent communication and active listening skills
  • Ability to "talk and doc" (document the call while having a conversation)
  • Proficient in multi-tasking while retaining accuracy
  • Comfortable with assisting with team growth as well as performing the hands-on duties of a customer service representative

Requirements

  • Minimum 3 years in a non-retail/B2B customer service role with multi-tasking responsibilities
  • Familiarity using CRM systems and practices
  • Familiarity with queue-based phone systems
  • Competence with MS Office Suite
  • Demonstrated employment stability
  • Shift will most likely be 9:30am - 6pm

BENEFITS

Benefits:

  • Full-time staff position, $17-20/hr DOE
  • 2 weeks annual PTO plus paid holidays
  • Health insurance with POP and HRA tax-advantaged plans
  • 401(k) with profit sharing contributions
  • Free snacks, catered payday lunches, excellent area restaurants
  • Company-provided parking


XDR Radiology is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.


XDR Radiology will consider for employment all qualified applicants in a manner consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance.

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