Customer Success Specialist

Customer Success Specialist Orthodent Laboratory Inc
• Buffalo, NY, United States

Position:
Customer Service Specialist

Reports to:

Director of Customer Success

Job Type: Full-Time, Exempt

Hours:

8 am to 4:30 pm

Orthodent Laboratory (ODL) is a digital orthodontics and dental lab that offers doctors a full range of traditional appliances and digital solutions, providing orthodontists with a pathway to growth and clinical excellence. For more than 30 years, ODL has served orthodontists across the nation by combining exceptional quality with superior customer service. In addition, our commitment to innovation is unparalleled. We are driven by quality and guided by family.

ODL's mission is to create an amazing product and provide it to our customers at a fair price. We have been taught to focus on the values of love and compassion for the patients our doctors care for, and we bring those same values to every team member in the lab. No one ever said work was easy, but there is nothing wrong with making it more fun.

ODL is committed to hiring based on talent, values, and integrity. It's not all about what you can do, but more importantly about who you are. Our team embodies our core values making your day-to-day a consistently pleasant experience. Whether you're working with your hands or on a computer we will challenge you to grow in ways you may have not been able to at previous companies.

Our goal is to grow people and we hope you're one of them.

As a Customer Success Specialist, you will play a pivotal role in shaping the impression our customers have of ODL. Your primary responsibility is to ensure that every interaction with our clientele is exceptional, fostering strong relationships and loyalty. By delivering outstanding service and resolving issues promptly, you contribute to the overall satisfaction and retention of our customer base!

• Multichannel Customer Support - Engage with customers through various communication channels, including phone, email, chat, and social media, to address inquiries, resolve issues, and provide assistance.
• Customer Success & Retention - Proactively monitor customer activity, case submission patterns, churn indicators, and reach out to ensure engagement and satisfaction.
• Sales Process Involvement - Identify opportunities to re-engage low-volume or inactive accounts and implement strategies to increase usage.
• Record Keeping and Follow-Up - Maintain clean and accurate CRM data, including inquiries, complaints, and resolutions. Follow up on outstanding action items to ensure timely resolution and customer satisfaction.
• Cross-Functional Collaboration - Collaborate closely with other departments, including Sales, Marketing, and Operations, to address customer concerns and drive long-term solutions that improve the overall customer experience.
• Process Improvement - Provide constructive feedback on existing processes and procedures, suggesting improvements to enhance efficiency, effectiveness, and customer satisfaction.
• Cultural Impact - Foster a positive and supportive work culture by effectively communicating company values, demonstrating exemplary behavior, and encouraging teamwork and collaboration among colleagues.

• Minimum of 2 years of customer service experience, preferably in a related industry or environment.
• Experience with CRM tools, preferably Hub Spot.
• Experience with Google Workspace.
• Strong communication skills with a friendly, professional, empathetic approach that builds trust with clients.
• Confidence in navigating clinical terminology and dental/ortho workflows (or enthusiasm to learn quickly).
• Ability to balance daily operational tasks with proactive relationship-building initiatives.
• Problem-solving-minded by using strategy-based solutions.
• Comfortable in a fast-paced environment.
• The ability to embrace cross-training to support a mutually beneficial partnership with ODL.

• Up to 3 weeks' vacation
• Profit Sharing Program
• Hands-on Training
• 9 Paid Holidays
• 401K with company match
• Life Insurance
• Health Benefits such as medical, vision, and dental.
• Company Parties / Events
• Career progression
• Free Parking