OrthoFi is building a world class team that is committed to wowing customers at every opportunity. We are looking for a premier Senior Customer Experience Professional that is excited to join a fast-paced startup that is on the verge of realizing hyper-growth. We are looking for someone that is extremely self-motivated, loves a challenge, and can start contributing on day one.

The Senior Customer Experience Professional is a member of the Practice Advocate team and is responsible for providing direct support primarily to orthodontic practices and their patients via phone and email , with respect to technical support, billing and collections, and insurance. This position will include a competitive salary and benefits, and may be eligible to earn stock options based on individual contribution and company performance.

If you meet these requirements and are truly excited about helping to start an amazing company, you can submit your resume via Indeed. Please include a cover letter describing why you would be a good fit at OrthoFi.

Key Responsibilities

• Provide world class customer service to both orthodontic practices and their patients.

• Handle inbound calls and emails per standard operating procedures to ensure issues are resolved quickly and professionally to the satisfaction of the customer and OrthoFi. Perform root cause analysis on issues to provide resolution.

• Responsible as primary inbound point of contact for OrthoFi assigned group of practices.

• Identify potential training opportunities and process improvements within the practice.

• Provide detailed documentation around all customer issues and communicate issues internally and externally as required.

• Partner closely with Account Management and Implementation teams to ensure the initial and ongoing success of our practices.

• Perform other assigned tasks and duties outside of the day to day operations.

Desired Skills and Experience

• Minimum of a Bachelor’s degree required

• 3-5 years prior customer service experience

• Excellent communication skills to effectively interact by phone, email, chat, and in-person is required

• Comfortable receiving a high volume of calls every day

• Strong ability to analyze and root cause complex problems and system issues

• Aptitude for building rapport and trust among others quickly. Must exhibit empathy and compassion

• Commitment to providing World Class customer service

• A strong desire to work in a challenging, fast-paced environment is a must

• Orthodontic/Dental industry experience a plus, but we are willing to train the right candidate.