Senior Customer Support at OrthoFi

| Greater Denver Area
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The Opportunity
The Senior Customer Support will be part 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 the technical support, billing and collections, and insurance.
What You'll Do
  • Handle all inbound and outbound communications with our clients to completion and with the utmost professionalism.
  • Create JIRA tickets for advanced follow up on accounts and inform our clients on the outcome through multiple contact types.
  • You will be assigned a "Pod" - Regional designation with assigned clients where you are the main contact for questions and issue resolution.
  • Attend Pod meetings with your OSM (Account Manager) to assist with trend analysis and discuss current issues or wins for mutual clients.
  • Effectively contribute to service levels and exceed minimum required standards.
  • Mastering the Company solution in order to provide customers with guidance on how to best use our product
  • Expressing empathy for each customer's situation and working to understand and resolve the issue as quickly as possible

The Skill Set
  • 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

What's in it for you
  • Full medical, dental, and vision benefits with 100% employer paid options
  • 401(k) match
  • A supportive culture with one-of-a-kind growth and development opportunities
  • Option to work from home one day a week and in our office 4 days a week
  • Employer HSA contribution
  • Paid Parental Leave
  • Company and team outings
  • Peer-to-peer recognition program
  • Casual dress atmosphere
  • Company-sponsored premium subscription to the Calm app
  • Vendor discounts

Physical Requirements and Work Environment
  • This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, copiers, and filing cabinets. The noise level is moderate.
  • This is a largely sedentary role and sitting will be required for long periods of time
  • Standing, lifting, reaching, bending, stooping will be frequently required
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions

Who We Are
OrthoFi is a Denver-based startup that focuses on building software and service solutions designed to stimulate growth and streamline financial processes for orthodontic practices through rigorous analytics and cutting edge technology. We pride ourselves in our culture as a people-first organization, demonstrated through recent achievements of being ranked in Built in Colorado's list of Top 100 Digital Companies in Colorado. We were also recognized by the Denver Business Journal as one of Denver's fastest growing companies and ranked 164th on the Inc 5000 list of fastest growing private companies in the US!
In the OrthoFi community, members are valued for who they are, supported no matter where they are, and motivated to excel personally and professionally. People who join our community are self-starters and love a challenge! We're looking for passion-driven, dynamic individuals that are excited about a fast-paced and fun environment. Our team enjoys the opportunity to impact people's lives and help to create more smiles every day.
Your Next Move
Now that you know more about us and are truly excited about working for an amazing company, tell us how you can make an impact at OrthoFi.
Compensation range: $18-20/hour
** Please note that the above compensation information is a good faith estimate for Colorado-based hires only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules.**
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Technology we use

  • Engineering
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • TypescriptLanguages
    • AWS LambdaLanguages
    • Angular (7)Languages
    • ReactLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • ZohoCRM

Location

Fun fact! Our building used to be a manufacturing facility for Ford Model T cars. We're conveniently located at I25 and Broadway.

An Insider's view of OrthoFi

How does your team reward individual success?

We use a program called Kazoo to publicly reward and recognize team members. This is widely used, and is a great way to show your teammates some love for their hard work. We also reward team members who have received the most recognition for OrthoFi's core values.

Will Hoberg

Product Manager

What kinds of technical challenges do you and your team face?

We face challenges quite similar to other web shops, in that we have a legacy platform that could always be shinier and more robust, design considerations of how to move it into new technology stacks that are quicker, and the very fun challenges of how to move entire static human-driven workflows into dynamic new technologies.

Nate Stevens

Software Engineer

How do you empower your team to be more creative?

We believe creativity will come if we can appropriately turn our teams loose to solve business problems. We have adopted the Spotify Agile org model to promote autonomy, responsibility, and ownership to each of the teams to help aide this.

Steve O'Quin

VP of Technology

What’s the vibe like in the office?

Balanced. The vibe is the office always seems to be fun. I get excited going into work knowing I am going to be able to see my co-workers. There is an understanding that work needs to get done, but it doesn't have to be a drag.

Devin Gray

Software Engineer

What are OrthoFi Perks + Benefits

OrthoFi Benefits Overview

Full medical, dental, and vision benefits with 100% employer-paid options
401(k) match
A supportive culture with one-of-a-kind growth and development opportunities
Option to work from home or in the office
Employer HSA contribution
Paid Parental Leave
Company and team outings
Peer-to-peer recognition program
Casual dress atmosphere
Company sponsored premium subscription to the Calm app
Vendor discounts

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Mental Health Benefits
We offer a premium subscription to the Calm App for mental fitness.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
OrthoFi matches 2% of employee contributions after 90 days of employment.
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
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