ASPEN DENTAL GROUP, PC

Supervisor, Digital Helpdesk

ASPEN DENTAL GROUP, PC

full-time

Posted on:

Location Type: Remote

Location: Illinois • United States

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Salary

💰 $33 - $36 per hour

About the role

  • Lead a team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency and precision
  • Provide support to Digital Dentistry processes and workflows
  • Coordinate Team availability to ensure agents are available to provide Digital Dentistry Support at any given time
  • Ensure support processes are completed in a timely manner
  • Partner with associated Digital Dentistry support teams to escalate and resolve issues, and collaborate with Field Teams & Leadership to resolve and provide feedback on support-related issues
  • Analyze trends in customer feedback and operational performance and provide learnings to Support Leadership Team
  • Provide direct support and guidance to a high-performing team that is equipped to handle complex issues and provide world-class customer service
  • Manage Team dashboards and escalate unresolved inquiries to Leadership
  • Track and report on customer service KPIs, using data to inform decisions and drive accountability

Requirements

  • High school graduate or equivalent
  • 3+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services
  • Familiarity with dental, medical, or manufacturing environments
  • Ability to lead a team in a fast-paced, Remote Work environment
  • Experience managing escalations in a multi-location or distributed service model
  • Must be comfortable assisting and/or training Field Team Members in a virtual environment
  • Experience in Digital Dentistry technologies and workflows - including 3Shape Scanners, Digital Design Workflows and the SprintRay Digital Ecosystem - required
  • Experience in a Help Desk or Ticket Management System preferred, but not required
  • Ability to multi-task
  • Strong problem-solving skills and a commitment to driving resolution and improvement
  • Excellent verbal and written communication skills
  • The ability to conduct up to 25% travel

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceoperationsescalation managementDigital Dentistry technologies3Shape ScannersDigital Design WorkflowsSprintRay Digital EcosystemHelp Desk systemsTicket Management Systemdata analysis
Soft skills
leadershipproblem-solvingcommunicationmulti-taskingteam managementcollaborationcustomer service excellenceadaptabilitytrainingfeedback provision
Certifications
high school diploma or equivalent