Description

Join a team that is changing millions of lives.

Transforming smiles. Transforming lives. Transforming an industry.

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what’s possible.

Ready to join us? 

About this opportunity

Align is looking for a proactive team member with strong people skills who is comfortable and adept with communication on multiple levels and across various media (telephone, e-mail, Social Media, Chat, etc.).  This candidate will have an ability to cater tone and language choice to the audience, and to adjust as needed.  This person will provide care for the consumer as well as support to the orthodontists, dentists, and their office staff; therefore, prior experience with social media support in a healthcare or other regulated industry is highly desired.

In addition to proven skills with consumer interaction, successful candidates must be effective in collaborating with internal departments and partners (such as Marketing, Regulatory, and Legal) as well as external public relations or social media agencies. 

In this role, you will…

• Support, document, track, and resolve complaints, inquiries, or dissatisfaction that consumers provide via social media, phone, email, web, etc.
• Work off-script, possess quick exceptional judgment, and use empowered decisions to make our doctors and patients happy.
• Troubleshoot issues end-to-end by partnering with internal and external partners to resolve situations.
• Identify and suggest ways to better support consumers, dentists, orthodontists, and business partners, internally and externally.
• Collaborate and communicate effectively with internal and external teams to answer and resolve inquiries from consumers, dentists, and orthodontists.
• Collaborate closely with Marketing and public relations partners to shape Align’s Social Media presence.
• Support Marketing efforts by assisting in outbound and inbound campaigns to link doctors and patients.
• Call and convert prospective patients into active patients.
• Consistently meet/exceed set quality and productivity metrics.
• Participate in proactive team efforts to achieve departmental and company goals, including adhering to project and training deadlines.  
• Observe trends and surface concerns/ideas to consumer and product marketing, and other relevant partners.
• Provide input regarding training needs to consumer support’s supervisor of training and quality development; assist with development and presentation of information and training when requested
• Adapt to changing departmental or job responsibilities as processes are developed or expanded.

In this role, you’ll need …

• 2+ years in a call center type environment, however this is not a cell center
• 2+ years of excellent telephone manner with clear, concise and professional communication skills.
• Strong working knowledge of MS Office applications, including Outlook, Word, and Excel.
• Efficient with data entry, with emphasis on timeliness and accuracy.

Nice to have/Optional:

• Ability to seek, obtain, and clarify information from appropriate sources, and use skillful questioning to draw out the information, when others are reluctant to disclose it.
• Ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.
• Strong organizational skills, with great attention to detail and follow through to resolve any outstanding issues.
• Skillful at defusing escalated situations.
• Understanding of brand identity and brand advocacy.
• Proactive information-seeker who requests coaching when needed and competently applies learned processes.
• Ability to work both independently and within a team environment with equal comfort and delivery of effective results.
• Bachelor’s degree or related experience preferred.

Sound like a good fit? 

• Great! Click the Apply link below to let us know you are interested.  Not the right fit?  Don’t worry, there are lots more opportunities.  Please consider sharing this opportunity with others in your network. 

About Align

• Invisalign clear aligners, iTero Intraoral scanners, and OrthoCAD digital services that help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: http://jobs.jobvite.com/align-tech/