Technical Advisor - DTP (Monday to Friday 8:00am to 5:00pm)
Description
- Coordinates and performs a range of department support activities for Digital Treatment Planning (DTP); serves as a liaison between other divisions/departments.
- Interfaces with customers to provide explementary customer service and satisfactory resolution.
- Monitors and responds to DTP TA/Manager workbasket in Worklist Portal, GCX tasks, and incoming inquiries, ensuring timely response and resolution.
- Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
- Resolves customer inquiries including but not limited to inbound telephone calls, checking on ship dates, offering information and promotions on all products, updating new account information and inputting call notes in designated systems.
- Provides technical expertise to resolve customer inquiries, which includes but is not limited to:
- Concerns and/or feedback related to case, process, credits, evaluations, remakes, and escalated matters;
- Inquiries pertaining to guided surgery;
- Information regarding digital treatment planning;
- Guides customer the process to submit a digital Rx and/or upload DICOM files.
- Provides supports clinical staff, radiology center, and technicians;
- Ensures customer retention and satisfaction.
- Contacts customers for any technical questions regarding CT scans, intraoral scans, or RX instructions.
- Makes outbound calls on cases that need assistance and follows up on cases on hold to obtain required information.
- Follows-up on specific requests made by doctors on cases timely.
- Tracks, updates, and archives case information as necessary, ensuring case notes are updated and with pertinent information. Assists customers in problem solving, planning, development, and execution of stated goals and objectives.
- Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner.
- Complies with customer service policies and procedures and call center operational standards.
- Maintains a day-to-day professional relationship with dental technicians, support staff, managers, and all personnels.
- Seeks advice and input from the manager when needed.
- Provides call center support as needed to support company goals.
- Performs other related duties and projects as business needs require at direction of management
- High school diploma or equivalent.
- Bachelor’s degree, preferred.
- Experience in one of the following required:
- Minimum two (2) years of automatic call distribution (ACD) experience;
- Minimum five (5) years of customer service experience; or
- Minimum three (3) years in dental background.
- Dental implant experience, required.
- RealGUIDE and/or CoDiagnostics and/or 3 Shape Implant Studio experience, a plus.
- RDA, DA, or CDT certifications preferred.
Pay Range: $25.00/hr
ABOUT US
ORB Innovations is a London-based startup making waves in the world of contact and combat sports. With a passion for innovation, ORB makes Smart Mouthguards that protect athletes teeth AND track their fitness, performance and wellness, providing valuable data to help them train smarter and push further... What's a Smart Mouthguard? Imagine a Fitbit, in a mouthguard!
ORB's products are the first and only of their kind, from heart-pumping beats to head-turning impacts, we've got these athletes covered with a wearable that's tailored to their sport.
Founded in 2017, ORB has spent over 5 years tirelessly working to bring this groundbreaking technology to market. Now, as ORB expands its team, join us in bringing the future of sports technology to athletes everywhere.
THE INTERVIEW PROCESS
Our process involves three stages:
- Resume Review & Short List.
- Initial Call (Depending on the role, a take home task may also be requested).
- Final Interview.
Our average process takes approximately 2-3 weeks, but we always work around your availability.
You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions or want to talk through reasonable adjustments ahead of or during your application, please contact us at [email protected].
WHAT'S IN IT FOR YOU
We're a hardware enabled sports analytics startup with an expanding passionate team, collaborating and creating extraordinary physical & digital products that have the potential to make a significant difference to our customers lives. If you love sports and technology, this is where the two meet!
There are loads of ways we help ORB-ians do the best work. We often review and enhance our benefits, but here's a brief overview of what we offer right now. If you'd like more information on any of them, just ask!
You can see a full list of employee benefits at https://orbsport.com/pages/careers.
EQUAL OPPORTUNITY STATEMENT
We are actively creating an equitable environment for every ORB-ian to thrive.
One of our priorities is to promote diversity and inclusion, ensuring that we provide ample support for all our employees to grow within the company. Embracing diversity in all its forms and fostering an inclusive environment are essential to our ethos.
As an equal opportunity employer, we consider all applicants for employment without any bias based on ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.