Installation Specialist

Summary

Join Dental Intelligence as an Installation Specialist, serving as a primary contact for new clients' onboarding. You will efficiently complete client installations, ensuring a smooth onboarding process by assisting with third-party activations, configuring portals, and troubleshooting issues. Collaboration with internal teams, clear communication, and managing a backlog of accounts are key responsibilities. You will guide clients, provide exceptional customer service, and contribute to process improvements. Success is measured by the number of installs completed, time to install, and percentage of installs completed on time. This role requires strong customer service, effective communication, and the ability to troubleshoot and prioritize accounts.

Requirements

• Possess a customer service attitude, always looking out for the customer's success in onboarding
• Demonstrate effective and professional communication with customers and coworkers
• Follow up with internal & external stakeholders with updates as they happen
• Ability to triage & prioritize accounts
• Prioritize all accounts based on age
• Ability to troubleshoot before escalating when issues arise
• Ability to triage accounts to the correct team when issues arise
• Demonstrate process and procedure awareness
• Ability to follow procedures as documented
• Ability to identify breaks in process and raise solutions or improvements

Responsibilities

• Efficiently complete client installations, ensuring a smooth onboarding process
• Assist clients with third-party activation forms
• Configure portals effectively
• Collaborate on and escalate issues as needed
• Communicate the steps taken on an account with written notes
• Schedule the next steps of the onboarding journey and communicate its value to the client
• Efficiently work through backlog accounts, tracking reported issues and communicating updates to the Onboarding Specialist
• Maintain expert-level knowledge of the onboarding journey standard operating procedures
• Memorize accurate role descriptions an account will communicate with and memorize the various steps of the onboarding journey
• Complete the correct processes and procedures for each client
• Communicate pain points within current processes/procedures and provide proactive feedback about how we can improve
• Nurture the excitement within offices as they are handed off by sales
• Set up the onboarding journey for success
• Accept and provide feedback from/to peers, customers, and supervisors
• Provide prompt responses to customers/co-workers' questions via email or phone
• Handle escalations/objections and find a resolution OR facilitate a smooth resolution process

Preferred Qualifications

• Possess an ownership mindset, taking true ownership of your assigned accounts
• Proactively address technical issues that arise, and serve as an endpoint for technical issues that may arise
• Have a great personality and be familiar with personality assessments and the 5 behaviors of cohesive teams
• Be a team player that frequently participates in team & department meetings
• Raise issues in L10 or 1:1 meetings in a transparent, but constructive way

Benefits

• Flexible Time Off + 11 paid holidays
• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions
• Company sponsored Life, Disability & AD&D
• Mental Health support programs, Cellphone Discounts
• 100% Paid Parental Leave
• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors
• Tuition Reimbursement program
• Flexible work location for most roles (in-office, work-from-home, or hybrid)