Customer Support / Service Advocate

XDR Radiology Los Angeles , CA 90064

Posted 1 week ago

XDR Radiology is a leading provider of digital radiography software and hardware for dental professionals nationwide, focusing on delivering easy to understand solutions. Our customers love us, thanks to hard work, dedication to scientific smarts, and most importantly, our respectful approach. We treat each other like human beings because we know that working with great people is as important as working with a great product.

We're looking for a full-time Customer Support Advocate who has experience with small, tight-knit teams and loves working directly with clients. The position will be focused on providing top-notch customer service as well as providing shipping support.

Customer Support Advocate Duties include:

  • Manage incoming calls, emails, and web requests with accuracy and friendliness
  • Make outbound follow-up calls per customer requests and business requirements
  • Manage all assigned tasks (email, fax, and complaint follow-ups) promptly and efficiently
  • Proactively identify customer needs
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide accurate and complete information by using the right tools
  • Meet both individual and customer support team metrics for call handling and task management
  • Appropriately escalate issues as needed
  • Prepare shipments, including pull and pack product, generate labels, and properly document transactions
  • Cross-train in other processes as needed

Requirements

Key Attributes

  • Ability to deliver world-class customer service
  • Friendly!
  • Adheres to procedures, but questions them when appropriate
  • Seeks improvement in existing practices and procedures
  • Ability to show empathy and remain professional at all times
  • Excellent communication and active listening skills
  • Ability to "talk and doc" (document the call while having a conversation)
  • Proficient in multi-tasking while retaining accuracy
  • Solid time management skills with an eye on both customer satisfaction and shipping deadlines

........

Requirements
  • Minimum 3 years in a B2B, phone-based customer service role with multi-tasking responsibilities
  • Hybrid work-from-home and on-site presence at Los Angeles main office (with the goal of returning to 100% on-site presence in the future)
  • Familiarity using CRM systems and practices
  • Familiarity with queue-based phone systems
  • Competence with MS Office Suite
  • Demonstrated employment stability
  • Must be able to lift up to 10 lbs

Preferred Qualifications

  • 1+ years of experience with Fedex Shipping Manager

Benefits

Benefits:

  • Full-time staff position
  • $17-20/hr DOE
  • PTO plus paid holidays
  • Health insurance with HRA employer contributions
  • 401(k) with profit sharing contributions
  • Subsidized payday lunches
  • Company-provided parking

If you respond to this posting, please include a cover letter, a resume, salary expectations, and a short description of the trickiest customer service issue you handled and what you did about it. If you'd like, you can incorporate your answer in your cover letter.


XDR Radiology is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.


XDR Radiology will consider for employment all qualified applicants in a manner consistent with the requirements of the Fair Chance Initiative for Hiring Ordinance.

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Customer Support / Service Advocate

XDR Radiology