You must be a registered member to apply to job postings.Register Now
May 26, 2021
Mon, Tue, Wed, Thur, Fri
Service Desk Customer Liaison- Please note, if youre interested in applying after reading this posting, please apply via the following link: https://irissol.bamboohr.com/jobs/view.php?id=29 IRIS Solutions is a dental-focused I.T. company in Charlotte looking to expand our team with the addition of a Service Desk Customer Liaison. The Service Desk Customer Liaison optimizes the allocation of service resources to successfully meet client expectations. Always looking to create win-win outcomes, they work with their colleagues to effectively prioritize work to ensure a balanced approach that meets all client needs effectively. Communication plays a central role, and Customer Liaisons are appropriately professional and empathetic with all stakeholders, in all mediums. They also recognize that prioritization of resources inherently requires delay in meeting some needs and help to determine those priorities to ensure the best overall level of service delivery for all clients. In all situations, the Service Desk Customer Liaison builds confidence in IRIS with external customers and communicates closely with the Customer Success Manager and Director of Managed Services when potential risks are identified that endanger quality. ESSENTIAL FUNCTIONS - Manage overall customer experience. Be the face of the company to our customers and manage communications. - Manage customer requests through multiple communication channels, including email and phone calls. Potentially chat and social media interaction in the future. - Generate tickets through the ConnectWise Manage ticketing system. - Manage escalations. Act as a the customer advocate. Manage the situation and drive to resolution, by partnering with other internal and external departments to take care of the customer needs. - Continuous Improvement. Proactively identify and implement structured and sustainable process improvements both within the department and cross functionally. Have an internal drive and relentless desire to strive for best-in-class performance, rather than settling for mediocrity or good enough. - Other typical functions within a Customer Care organization, including, logging customer complaints, generating reports, and analyzing data, etc. - Demonstrate warmth, professionalism, and respect with all clients, when communicating in any medium. Build rapport with clients and colleagues alike. - Answer inbound calls, primarily for service requests; follow established processes for collecting information and prioritization. - Follow core administrative processes with regards to ticket handling. - Remain calm under stressful situations and focus on delivering consistency. - Pay attention to details, as they often define ultimate success or failure in issue handling. EXPERIENCE, EDUCATION, SKILLS AND ABILITIES - High School diploma or equivalent - Minimum of one (1) year experience in the dental industry - Minimum of one (1) year of experience in Customer Service (or similar customer-facing role) - Minimum of one (1) year of experience using ERP system - Experience working in customer facing environment - Very strong verbal and written communicator in English - Able to understand high-level technical complexities associated with dental industry - Demonstrated proficiency with Microsoft Office products, including Outlook, Word, Excel, and others - Willingness to work overtime, based on business needs. - Ability to de-escalate situations, work with customer to create an agreeable solution, regain customer’s confidence, and ensure customer retention. - Ability to engineer a communication, such that the situation or offer to the customer feels like a win from the customer’s perspective. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, you will frequently be required to sit or stand, while talking and listening. You will be occasionally required to: walk; use hands to finger, handle, or operate computers, objects, tools, or controls; and reach with hands and arms. This role also requires occasional lifting and carrying up to 50 pounds in weight. Specific vision abilities required by this job include close vision and the ability to adjust focus.