Technical Retention Specialist

Essential Functions

• Develops relationships with existing customers; presents viable options to satisfy customer needs and works to anticipate the customer's future needs.
• Utilizes customer retention software to monitor new, current accounts to implement account retention procedures, with an emphasis on obtaining business from and retaining new and restart accounts.
• Identifies and tags cases accordingly prior to production.
• Evaluates cases of technical concerns and communicates with dentists/office to resolve issues.
• Works directly with production team regarding product quality and retention cases.
• Maintains records of account retention progress within customer retention software module.
• Assists with determining causes of sales decreases, and works to promote continued use of company services.
• Makes and receives phone calls with the intent of promoting and/or selling Crown World products and/or services.
• Provides customer support to dentists and Dental Service Organizations to resolve level 1 issues.
• Works with technical advising and customer care teams on retention cases.
• Substitutes technical advising positions as necessary.
• Maintains a working knowledge of Crown World products and services offered.
• Performs other related duties and projects as business needs require at direction of management.

• High school diploma or equivalent.
• Minimum of two (2) years of ACD experience and/or three (3) years of customer service or minimum three (3) years in a dental background (RDA, DA, CDT).

Pay Range: $23.00-$27.00p/hr.