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.

ProEdge Dental Water Labs

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