Job Type: Full-Time Overview:
We're SmileDirectClub, and we believe everyone deserves a smile they'll love.
We also believe that you deserve a job you'll love.
Good thing you found us, and we found you.
At SmileDirectClub, we're all about empowering transformation.
We want people to become more confident in how they look, how they feel, and how they think.
So we're spreading smiles and positivity all over the country.
It's no small task.
That's why we're looking for energetic, passionate, and confident team members who can help turn frowns into life-changing grins.
Are you up for it?
Responsibilities**:It will really make us smile if you have**- Ensure customer service needs are met through coaching in a timely manner.
- Provide coaching and feedback to the TMs and leads on QA trends and opportunities.
- Bi-weekly preparation for hosting calibration meetings for other Contact Center Leads and Directors.
- Champion Truths to Grin By so that it becomes a part of the team's vocabulary and processes.
- Provide Take 5 updates to team members.
- Address customer and team needs in a timely manner.
- Provide live support to team members in real time.
- Assist in recommending constructive ideas for improving scripts, programs, and processes.
- Proactively drive (and support) process change, customer experience opportunities and FCR through collaboration with internal teams.
- Actively participate is team meetings and leadership discussion.
- Lead special projects as needed.
Qualifications:
- Min 6 months of Leadership experience.
- Min 6 months of experience in the Contact Center
- Meet the program's main KPIs (QA) for the last three months.
- No disciplinary Actions for the last three months.
- Strong SDC knowledge and thorough understanding on protocols and procedures.
- Technical skills: Microsoft Excel and Microsoft Outlook.
- Problem solving skills.
- Organized and prioritization skills.
- Outstanding customer service skills are required.
- Time management skills
- Solid written and oral communication skills.
- Leadership skills including staff development.
**Plusses**:
- Experience in Customer Service - Call Quality Audit - Inbound call monitoring (plus).
- Experience in Communication Delivery - Public Speaking (plus).
Company Profile:
SmileDirectClub was founded on a simple belief: everyone deserves a smile they love.
The Company is the first digital brand for straightening your smile, created after the realization that recent trends in 3D printing and telehealth could bring about disruptive change to the invisible aligner market by matching licensed professionals, a quality clear-aligner product, and customers together.
By leveraging proprietary, cutting-edge technology, SmileDirectClub, LLC-affiliated dentists are providing greater access of care to consumers who couldn't otherwise afford orthodontic treatment to get a better smile.
- What is SmileDirectClub?
Link here.
- What are our customers saying?
Link here.
- What is a SmileShop?
Link here.
- What is our culture like?
Link here.
- How do we celebrate your team members?
Link here.