The Requirements
The ideal candidate for this role will have experience in a dental office, but candidates with strong Customer Care experience in lieu of dental office experience will also be considered. Additionally, to be a strong fit for this opportunity you will have:- Experience working in a dental office using a computerized dental practice management software and knowledge about all aspects of a dental office, including patient care, insurance, and billing is strongly preferred
- Experience and proven success in a customer service and/or support desk role is strongly preferred. Quick question for you - click here
- Strong computer and internet skills, including the ability to learn quickly in a technical environment.
- A genuine passion to guide, teach, and share information.
- Excellent verbal and written communication skills.
- Flexibility, adaptability and willingness to take on new things.
- Desire to keep learning.
- A very professional and calm demeanor.
- Working knowledge of Microsoft Office programs.
- The ability to type at least 35 words per minute with excellent spelling and use of grammar skills.
- The ability to use effective and probing questioning and listening techniques to identify customer needs.
- Polite, friendly and knowledgeable phone demeanor.
- A highly adaptable, self-motivated and self-disciplined work style.
- The ability to learn and work independently and exhibit ownership as well as in a team environment.
- A superb detail orientation with focus on quality and accuracy, the ability to multitask, a strong sense of urgency and commitment to excellence.
- The ability to:
- Successfully pass a credit, criminal and employment reference security check, as well as an assessment.
- Work within the given availability outlined below.
- Provide a work at home environment that is ergonomically sound, conducive to taking customer calls, quiet and free from distraction.
- Supply a computer, internet, and telephone and service that meets the current minimum requirements.
The Role
Reporting directly to the Director of Customer Success (DCS) as a Customer Care Specialist (CCS), you will be responsible for answering phone calls and ticket requests from our dental clients who are utilizing our practice management software. User clients may include dentists, office managers, administrators, front office staff, billers, hygienists, and assistants. The users may have questions regarding connectivity and program usage. You’ll spend the majority of your time working with clients on the phone and writing directions in the ticket that outline the resolution. Links from the Help Portal KnowledgeBase are to be included in the Ticket response. We have a directory of questions and answers, and you’ll have the ability to use this KnowledgeBase to obtain information to assist with resolving and routing the tickets and inquiries.In addition to providing excellent customer support, your overall goal will be to support and train Planet DDS users in order to help the company achieve and maintain industry strength in order to accomplish its company goals.
More specifically, your key job duties will be to:
- Ensure responsive and comprehensive customer support
- Ensure ALL tickets and activity is logged in the Help Portal
- Ensure the use of Five-9 for all inbound/outbound calls
- Encourage users to submit requests into Tickets within the Help Portal
- Respond to support tickets within company standard time frames
- Provide feedback on quality of support and communicate new feature requests
- Keep apprised of latest functionality and features of Denticon and other PDDS products
- Help develop and document processes to facilitate company growth and reduce friction
- Keeping DCS apprised of major developments and providing updates on assigned tasks
- Being responsive to requests from internal and external parties while balancing them against company’s stated priorities
- Maintaining a proactive approach and acting with initiative yet ask when in doubt
- Promoting and espousing the Planet DDS Core Ideology
- Contributing to the company’s success by taking on unrelated tasks as necessary
- Maintaining professional and technical knowledge in the discipline of customer care by reviewing professional publications, establishing personal networks, and participating in professional groups where appropriate
Why Planet DDS
Acquire broad knowledge -- You will learn and share a great deal regarding our software and expand your knowledge of the dental industry through your interaction with our customers.Growth opportunities -- Prove yourself in this role, and you’ll find there are ample opportunities to move up within the organization. For example, you could move from support into a training focused role where you take a consultative approach to assisting new users with our Denticon software.
Virtual environment -- Working from home is its own reward! Plus, you’ll enjoy the “best of both worlds” as you will also have the opportunity to meet with your fellow team members regularly at our headquarters. Quick question for you - click here
Robust training -- You’ll enjoy a strong on-boarding and training program that will include both in-person and virtual training. We’ll get you up to speed on our software, phone systems, ticketing program, technology and other key platforms.
Cutting-edge core ideology -- We exist to radically improve the practice of dentistry through innovative technology. Our vision is to be the obvious choice for dental practices that are shifting to the cloud and our overarching goal is to reach $1 million of MRR (Monthly Recurring Revenue) by 2020.
Exciting time to join -- We were recently ranked as the 24th fastest-growing private company in Orange County, according to the Orange County Business Journal's 2015 ranking of privately-held companies in the region.
Excellent compensation -- You will receive a competitive compensation package and enjoy the work/life balance of your home office environment.
Pictured: A few of our notable industry certifications.
Keys to Success
Because our software is highly specialized, to find success in this role it will be important that you have a foundation of technical knowledge combined with a strong understanding of the dental industry as well as dental practice management software. Our product is web-based and you’ll need tech savvy skills to understand when the issue is something with our software, or an ancillary hardware or internet connectivity issue. We’re looking for a detail-oriented and self-motivated professional who loves to solve problems and isn’t afraid to dig in to get to the root of the issue in order to help the client master the software.Although we have our corporate office in Orange County, our company is mostly virtual--and working from home requires discipline and reliability. You'll need to have a strong sense of ownership and accountability. Along with independence and flexibility comes responsibility, and we'll expect you to be available and working during your designated hours. Reliable internet also will be a critical component required to excel in this position.
Additionally, to be an outstanding CCS, you will embrace our core values:
- We encourage autonomy but we understand the need to hold people accountable for results
- We recognize the importance of communication—with each other and with the outside world
- We deliver what we promise; we are open and honest with our customers
- We value innovation and flexibility
- We create things we can believe in that help solve our customers’ problems; we care about their success
About Us
Pioneers in the cloudWhen Planet DDS was founded over a decade ago, the word “cloud” brought to mind bad weather, not a revolutionary technology infrastructure that enables file access from anywhere. So when our founder and his team of visionaries came together in 2004 to write the first cloud-based practice management software for dental practices, they were way ahead of the curve.
United behind a simple vision
Our founding team had over 150 years of combined experience in dental practice management technology. They united behind a simple vision: to offer a better alternative to cumbersome desktop-based practice management software. Their goal: to help dentists run their practices so that dentists could focus on what matters most—patient care.
From humble beginnings...
From its humble beginnings in a rented apartment in Costa Mesa, California and a small base of early adopters, Planet DDS has grown to serve thousands of dental professionals across the country. Our long tenure as pioneers in the cloud has informed refinements to our software every step of the way, leading to the highly functional tool our users enjoy today.