Customer Solutions Specialist

Overview

Reporting to the Customer Solutions Manager, this is a critical role within the organization responsible for providing effective solutions to our customers’, Territory Managers, and directors’ inquiries and concerns.

• Serve as the primary point of contact for internal and external inquiries, providing timely and accurate responses via phone, email, or live chat.
• Identify and assess customer needs, issues, and concerns, offering appropriate solutions and guidance to ensure customer satisfaction.
• Handle escalated customer complaints or complex issues with professionalism and empathy, striving for swift resolution.
• Develop a deep understanding of our products and services to effectively address customer inquiries and troubleshoot technical issues.
• Stay updated on product updates, features, and enhancements, and communicate relevant information to customers as needed.
• Provide product training and guidance to customers to optimize their use and experience of our offerings.
• Investigate and analyze customer issues and concerns, collaborating with internal teams as necessary to identify root causes and implement effective solutions.
• Proactively identify trends or recurring issues and recommend process improvements or product enhancements to prevent future occurrences.
• Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, in our software system.
• Generate reports and analyze data to track customer support metrics, identify trends, and make data‑driven recommendations for improvement.
• Cultivate strong relationships with customers by demonstrating empathy, professionalism, and a commitment to exceeding their expectations.
• Proactively engage with customers to gather feedback, address concerns, and identify opportunities for upselling or cross‑selling additional products or services.

• Bachelor's degree or equivalent experience in customer service, business administration, or a related field.
• Proven experience in a customer‑facing role, with a track record of delivering exceptional customer service and problem resolution.
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
• Strong analytical and problem‑solving abilities, with a keen attention to detail.
• Proficiency in Microsoft Office Suite; familiarity with Fishbowl and CRM systems is a plus.
• Ability to work independently and collaboratively in a fast‑paced environment, prioritizing tasks effectively to meet deadlines.
• Empathy, patience, and a positive attitude towards customer interactions.

• Insurance coverage (medical, dental, vision, life, and disability)
• Flexible paid time off
• Paid holidays
• 401(k) plan with company match

S.I.N. Dental U.S.A. is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, age, national origin, disability, or any other characteristic protected by applicable law.