Henry Schein One
Customer Loyalty Advocate
American Fork, UT - Full Time
Shape what’s next in dental technology
Join Henry Schein One!
Join a global leader redefining dental practice management and do work that actually matters. At Henry Schein One, we are a team of care catalysts: people who fuel innovation, challenge the status quo, and bring an entrepreneurial mindset to everything we do. Your ideas fuel innovation that enhances patient care and drives real results for practices. Join Henry Schein One!
We don’t just talk about impact; we build it! Backed by a trusted reputation, our leaders foster an inclusive and supportive environment where we stay solely focused on our mission, empowering you to think boldly, collaborate creatively, and grow. We have high expectations for performance and delivering results; as part of a winning team, you’ll work hard, challenge the status quo, and bring a growth mindset. Here, your strengths are recognized, your development matters, and your wins celebrated.
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. n general increasing the value of Henry Schein One products and services within these key accounts.
This position is Remote within the United States with up to 10% travel as needed.
What you will do:
- 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
What we are looking for:
- 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
What will set you apart:
- Customer Success or account management experience
- Dental Service Organization, or in-office dental practice experience
- Previously worked in a customer support role
- Experience using a CRM and/or Customer Success platform
Travel / Physical Demands
- Travel typically less than 10%. Office environment. No special physical demands required
The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.
What you’ll gain as a #TeamSchein member
- A robust benefits package including health coverage, retirement savings with company match, paid time off, parental leave, wellbeing resources, education support, and MORE!
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Delaware, Hawaii, North Dakota, Rhode Island, Vermont, Puerto Rico, and other US territories.
