**#ChangeMakers**
Ready to make an impact?
We develop, manufacture, and supply dental implants, clear aligners, instruments, CADCAM prosthetics and biomaterials for use in esthetic dentistry, tooth replacement and restoration solutions or to prevent tooth loss.
We empower our employees to perform and make an impact, to question the status quo, to drive change, to stay ahead of the competition. From the first Dental Implant in 1974 to the latest Digital Solution - we do things differently than others
We deliver innovation based on evidence. This is part of our employer culture as well as an exceptional team spirit that truly encourages diversity and a powerful "can-do" attitude.
**#WeChangeDentistry** every day. Be part of it.
**Position Summary**:
**Responsibilities**:
- This position is responsible for, but not limited to, the following:_
- Manages provider services team members.
- Monitors and improves all Key Performance Indicators (KPI) on a team and individual level and drives solutions to improve on individual & team level.
- Handles escalated cycles from team leaders when needed.
- Inspects feedback, recorded messages, and audits in order to keep service levels high.
- Oversees the training of team members to perform their duties and provides additional training based on performance audit results when needed.
- Oversees refund process and income correction process, and delegates where applicable.
- Ensures accuracy & timeliness with all project management tools.
- Creates content, and development materials for team meetings and updates to drive knowledge & calibration.
- Manages CRM tool processes that drive day to day support channel efficiencies for team.
- Conducts back-up monitoring of call, ticket, and chat inflow daily.
- Approves and updates timecards and attendance logs.
- Handles assigned project targets.
- Oversees, edits and updates the Internal Help Center as needed.
- Creates programs to increase production, morale and knowledge of the group.
- Work collaboratively cross-team and across all departments to ensure a world-class provider experience.
- Other duties as assigned.
**Management Responsibilities**:
- This position manages the following positions:_
- Up to 8 Provider Services Specialists
**Minimum Qualifications**:
- Fluent in English
- High School Diploma or equivalent
- 3 years of customer service experience
- 1 year of management experience
**Preferred Qualifications**:
- International support experience a plus.
- Dental industry background or experience.
- Analytical with structured thinking and excellent verbal and written communication skills.
- Ability to think outside the box while remaining within regulatory guidelines.
- Comfortable in a rapid-paced environment.
- Excellent communication skills with the ability to coach and mentor team members.
- Customer oriented mind set and enjoy working cross-functionally with other departments.
- Demonstrated ability to work in a team environment and collaborate well with others.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
**Employment Type**:Full Time
**Alternative Locations**:Costa Rica : Heredia
**Travel Percentage**:0 - 10%
**Requisition ID**:10254
