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Role Description

This position is responsible for providing training and implementation of the suite of Henry Schein One eServices to new or existing customers. Professional, timely and effective customer service expectations are met and/or always exceeded. Work toward and assist in the achievement of individual, team, and department goals.

• Facilitate remote training calls with new and existing customers using standardized curriculum agenda
• Instruct offices using prepared curriculum on each topic
• Provide post training session documentation on related topics
• Maintain updated calendar
• Responsible for excellent time management skills to achieve customer service expectations
• Maintain individual utilization and productivity goals as determined by leadership
• Schedule follow up sessions or webinars with customers as needed
• Provide email communication to offices and other team members as required
• Attend and participate in weekly team meetings
• Document sessions within CRM system
• Work on several different software platforms to retrieve customer data for monitoring
• Maintain an average of 75% of work time on phone with customers
• Maintain a personal CSAT score of 90% or above
• Work with Implementation team members to coordinate Core and eServices training sessions
• Assist Support team members to resolve technical issues for customers
• Provide shadowing opportunities on a limited basis
• Participate in special projects and perform other duties as required based on current business needs

Qualifications

• Practice management software and services including Henry Schein One solutions experience
• Professional training experience
• Dental industry experience
• Proficient with Microsoft Office products

Requirements

• Basic understanding of industry practices
• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Strong interpersonal communication skills
• Strong written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small to medium sized projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

Benefits

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package including Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.