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Customer Implementation Specialist

Location: Pittston, PA
Business Unit: Benco Practice Solutions

Pittston, PA

Customer Implementation Specialist Position at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What’s in it for YOU?

  • Excellent Compensation Packages
  • Medical, Dental and Vision Benefits Effective on Day 1
  • 401k Package, Paid Time Off Program, and Profit Sharing
  • Flexible/At Home Working Options
  • Associate Discounts and Community Giveback Programs
  • College Tuition Savings Program
  • Caring Family Culture Toward all Associates
  • Certified as a FORTUNE Great Place to Work
  • Opportunities to join resource groups that promote Diversity, Equity, and Inclusion
  • Family owned for 90+ years

Position Summary:

The Customer Implementation Specialist is responsible for managing the customers onboarding experience when new Software & IT Solutions are purchased.   The person in this role will coordinate projects involving multiple stakeholders, with decisions often spread across various individuals, departments, and vendors.   The priority will be to optimize the customer experience throughout the journey by effectively managing the various stages, touchpoints and interactions that will occur.  Flexibility to meet the scheduling needs of the customer is an important aspect of this role. The individual in this role will also act as general operational support for the Software & Solutions department. 

Do YOU Possess These Skills and Attributes?

  • Excellent verbal and written communication skills
  • Outstanding customer service
  • Functions well in ambiguous environment
  • Highly organized individual, good time management skills, able to prioritize
  • Detail and process oriented individual
  • Self-starter who takes initiative
  • Kind and helpful individual, always willing to go above and beyond
  • Technically savvy with the ability to grasp basic concepts of our suite of services
  • Computer experience with advance knowledge of MO products (Outlook, Excel, PowerPoint, Word, and OneNote)

Do These Responsibilities Interest YOU?

  • Manages and oversees the post-sale onboarding experience for all necessary Software & IT Solutions Services (mainly Open Dental and Managed Support).  
  • Communicates with the customer, TR and various stakeholders throughout the lifecycle of every project.
  • Uses Jira as an effective project management tool, moving projects through the phases and assigning stages in the process to the appropriate parties. 
  • Uses CRM as an effective tool for documentation, keeping organized notes on projects, and keeping the project team informed.
  • Uses Basecamp as an additional communication tool when Software & IT Solutions sales are part of large equipment order.  
  • Communicates with the customer frequently to set expectations, explain the process and help them schedule  implementation activities (i.e. training sessions, software downloads, etc.).
  • Communicates with various parties, internal and external vendors, on behalf of the customer to ensure the customer journey is progressing (i.e. ensure the network evaluation form has been received back from the Service, a test conversion is scheduled with the software company, etc.).
  • Creates and documents SOP’s for processes performed in this role.
  • Maintains a flexible schedule and accommodates customer requests after normal business hours.
  • Triage dept. voicemails and assign them to the appropriate person.
  • Triage dept. email boxes.  Resolve and respond to what you can by answering high level questions.  Assign escalated matters to the appropriate person.
  • Enter leads from external sources such as our website and dental trade shows into CRM for the Sales Consultants.  Work to have new accounts created when needed.
  • Research and respond to customer and TR billing questions.  Work with billing team to resolve discrepancies.
  • Creates standing quotes in Prelude for subscription services.  
  • Acts as the bridge between customers and software vendors in relation to subscription renewals and overages and provides direction to vendors accordingly (i.e. a customer is over their data storage amount, determine if the customer wants to increase their data or delete files to save space and inform vendor of decision).
  • Tracks and reports on data and metrics for the dept.
  • Additional job duties as assigned.
  • All job duties and responsibilities are essential functions of the position.

Do YOU Meet These Requirements?

  • Bachelor’s degree in related field preferred
  • 2 years operational/administrative experience required
  • 1 year customer service experience required

Who We Are: It’s our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930—a family that now includes our more than 30,000 customers and over 1,400 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!

We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.

 

 

 

 

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