Job Type
Full-TimeOverview
We’re SmileDirectClub, and we believe everyone deserves a smile they’ll love. We also believe that you deserve a job you’ll love. Good thing you found us, and we found you. At SmileDirectClub, we’re all about empowering transformation. We want people to become more confident in how they look, how they feel, and how they think. So we’re spreading smiles and positivity all over the country.
It’s no small task. That’s why we’re looking for energetic, passionate, and confident team members who can help turn frowns, into life-changing grins. Are you up for it?
Responsibilities
Responsibilities:
Audit current Knowledge articles and upload to new Knowledge Base (KB) in Salesforce Health Cloud
Audit and update current KB to keep all articles relevant or sent to archives
Create process flows for current and new business processes
Create daily or regular (as required) videos for Knowledge updates by coordinating with leadership on any process changes, new/updated offerings, etc
Coordinate with Marketing team to disseminate Knowledge to Contact Center on any new/updated marketing initiatives impacting the Contact Center
Address customer and team member needs in a timely manner
Submit daily, weekly, & monthly metrics on Knowledge Team workload
Partner with Training to develop on-going curriculum to support new-hire and refresher training
Quickly respond to any required or requested KB updates
Partner with KB vendors (Salesforce, internal Wand, etc) to resolve any issues, understand root-cause analysis and make changes to prevent recurrence of issue
Evaluate customer interaction trends and develop articles to support them
Other duties as assigned by leader
Continue to update and maintain share point articles and posts
Manage our email templates and scripts to be sure that information is current and relevant
Create announcements for Contact Center to stay informed with updates
Processing and follow-through with the approvals and tracking of documents.
Use and follow the approval matrix for document revisions/updates.
Escalate if documents are not reviewed and approved in a timely manner.
Communicate the release of new and updated documents.
Qualifications
It will really make us smile if you have…
Extensive knowledge of SmileDirectClub’s products and customers.
Bachelor of Science degree preferred
1-3 years of experience in Document Control/Knowledge Management
1 year experience with Content Design
Excellent customer service skills.
Detail oriented
Ability to prioritize and operate with a sense of urgency
Ability to quickly grasp new and emerging technologies.
English Level C1
Company Profile
SmileDirectClub was founded on a simple belief: everyone deserves a smile they love. The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together. By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn't otherwise afford orthodontic treatment to get a better smile.
What is SmileDirectClub? Link here.
What are our customers saying? Link here.
What is a SmileShop? Link here.
What is our culture like? Link here.
How do we celebrate your team members? Link here.
