Customer Solutions Specialist

Description

S.I.N. 360 is a leading provider of dental implant and full mouth rehabilitation solutions committed to delivering exceptional customer experiences. We prioritize innovation, reliability, and customer satisfaction in everything we do, and we're dedicated to fostering a collaborative and supportive work environment. We are seeking a highly motivated and customer-focused individual to join our team as a Customer Solutions Specialist. The ideal candidate will possess excellent communication skills, strong attention to detail, a problem-solving mindset, and a passion for delivering effective solutions to our customers' inquiries and concerns.

They should be self‑motivated, driven, and capable of working independently to ensure a high standard of service.

Reporting to the Customer Solutions Manager, this is a critical role within the organization responsible for providing effective solutions to our customers, Territory Managers (TMs), and directors' inquiries and concerns, including but not limited to:

• 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.

S.I.N. Dental U.S.A. has a wonderful culture where people value their work and appreciate each other for their contributions. We develop our employees so they can grow professionally by preferring to be promoted from within. We have an open‑door policy with direct access to executives; we want to hear your ideas and thoughts. Our company believes that to be productive long‑term, we must have a genuine work‑life balance.

We understand that employees have families and entire lives outside of the office.

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.

S.I.N. Dental U.S.A. runs a comprehensive background check, credit check, and drug test as part of our offer process.

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