**#ChangeMakers**
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution - we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.
**#WeChangeDentistry** every day. Be part of it.
**Position Summary**:
Manages a team of Provider Services Specialists to deliver distinctive customer service to Straumann's customers in North America. Creates a culture of highly engaged employees. Drives change and contributes to the continuous improvement of Customer Service. Develops strategies to continually improve customer experience. Drives metrics for Customer Satisfaction, First Response Time, and Resolution Time. This position, with the help of team leaders, ensures all team members can competently and efficiently handle contact from doctors, doctor staff members and patients. This involves training on technical issues and service in general, perfecting the level of service provided, keeping the doctors happy and supported and ensuring doctors' issues and requests are channeled to the appropriate department.
**Responsibilities**:
- This position is responsible for, but not limited to, the following:_
- Collaborates with other Customer Service Managers in North America to develops goals and expectations for the Customer Support Specialists.
- Monitors and improves the main area statistics: Customer Satisfaction, First Response Time, and Resolution Time.
- Monitors and improves all Key Performance Indicators (KPI) on a team and individual level.
- Handles escalated cycles from team leaders when needed.
- Inspects feedback, recorded messages, and audits in order to keep service levels high.
- Oversees the training of team members to perform their duties and provides additional training based on performance audit results when needed.
- Performs consistent, scheduled, and ad hoc "one on one" coaching with each provider services team member, to ensure knowledge, aptitude, process, and customer facing skills exceed expectations/goals.
- Partners to mentor each provider services team member with development of skills, knowledge, performance, aptitude for current position, as well as any applicable career growth goals.
- Oversees refund process and income correction process, and delegates where applicable.
- Ensures accuracy and timeliness with all project management tools.
- Conducts back-up monitoring of call, ticket, and chat inflow daily.
- Approves and updates timecards and attendance logs.
- Oversees, edits, and updates the Internal Help Center as needed.
- Creates programs to increase production, morale, and knowledge of the group.
**Management Responsibilities**:
- Up to 14 Provider Services Specialists
**Minimum Qualifications**:
- Fluent in English
- High School Diploma or equivalent
- 5+ years of customer service experience
- 3+ years of management experience
**Preferred Qualifications**:
- SAP proficiency
- Self-starter with creative views and ideas.
- Able to effectively multitask a large workload.
- Drives results and champions change.
- Excellent judgement.
- Motivational, personable, and influential.
- Adaptable: able to adapt to changes with short notice.
- Excellent interpersonal and written communication skills.
- Basic computer skills (Microsoft Office).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
**Employment Type**:Full Time
**Alternative Locations**:Costa Rica : Heredia
**Travel Percentage**:0 - 10%
**Requisition ID**:10329