Customer Care Area Specialist

Department:
Sales

Location:
US-North Carolina-Raleigh

Description
The
Customer Care Area Specialist
team is looking for a proactive team member with strong interpersonal skills, a knack for problem-solving, and an inquisitive mind to support the needs of the area assigned in both Invisalign and iTero operations. This individual will have the ability to accept ownership of an initiative, utilize resources & relationships to find efficient resolutions to multifaceted issues that arise from the Front Line and Sales Support channels. Understanding core functions and key points of contact within the multiple departments at Align Technology will be critical. Continuous education and staying up to date on new initiatives and customer experience programs will be essential to support the ever-changing needs of the customer and field sales teams.

In addition to supporting internal requests, this individual will be responsible for identifying opportunities for process improvement within the assigned area. The Area Specialist should always have a clear pulse on the assigned area NPS sentiment, including current trends, and be able to provide insights and recommendations to the Area Sales Director and Regional Managers.

Role expectations

• Ensure timely resolution to customer inquiries generated through Sales Support and Frontline Channels.
• Be familiar with internal partner operations and serve as a key point of contact between sales and support teams.
• Build strong relationships to ensure a smooth experience between customer issues and resolution with internal teams.
• Manage escalated issues directly, liaising across the field and internal support teams to champion resolution.
• Build Strong relationships with sales reps and leadership, utilize this partnership to share trends, provide opportunities for improvement, and state of the business.
• Proactively support Sales and Customers to create a positive experience for key stakeholders.
• Seek out opportunities for continuous improvement; streamline processes, reduce resolution times, and seek proactive solutions.
• Provide regular reports on area operations to support local sales leadership.
• Be alert to trends and widespread initiatives and cascade communication to affected parties.
• Serve as liaison between the clinical department and the field sales team.
• Ability to report out to area ASDs and RMs (sales leadership) on trends, process improvements, and EOQ collaboration.
• Continuously learn new products, programs, and services to help support customers and the field sales team.
• Participate in special projects and/or training when requested.
• Contribute constantly towards providing a world-class customer experience.

What We're Looking For

• 4+ years' work experience in a customer support or account management environment, benefit if the candidate has experience in process and operations
• BA degree or comparable experience
• To understand Align's product portfolio for both the Invisalign and iTero lines of business
• To comfortably navigate Salesforce, understand Power BI, and how to analyze data
• To work well independently, capable of setting goals, projects, and priorities
• Strong verbal and written communication skills, as cross-functional correspondence is a key function of the job, sometimes with upper-level leadership
• Proactive problem-solving skills with strong attention to detail
• To be comfortable in a dynamic working environment where key functions and daily activities may vary due to the changing needs of the business
• Strong business storytelling skills, with the ability to create materials and share information in a concise, well-informed manner
• Strong technical skills: ability to learn new tools and platforms quickly

Pay Transparency
If provided, base salary or wage rate ranges are the range in which Align reasonably expects to set a candidate's pay for the posted position. Actual placement depends on the individual skills and experience level of a candidate plus the total compensation and equity across team members. For other locations outside of the primary location, the base salary range will be adjusted geographically.

For Field Sales roles, the salary listed is the base pay only and does not include the applicable incentive compensation plan. A cost of living adjustment may be added to base pay for higher cost areas in the U.S.

Our internship hourly rates are a standard pay determined based on the position and your location, year in school, degree, and experience.

General Description Of All Benefits
We are pleased to provide a general description of the benefits Align offers to full-time employees in this position.

Benefits
Family Benefits. Align offers employees and their eligible dependents medical (with a Health Savings Account option for some plan offerings), dental, and vision in accordance with those plans. Align also offers to employees:

• Discounts on Invisalign and Vivera to employees and their eligible dependents after 90 days of employment
• Back-up Child/Elder Care and access to a caregiving concierge
• Family Forming Benefits – Available to Employees, and their spouse or domestic partner, covered under one of Align's health plans
• Breast Milk Delivery and Lactation Support Services
• Employee Assistance Program
• Hinge Health Virtual Physical Therapy – Available to all employees and eligible dependents (age 18+) enrolled in an Align medical Plan

Employee benefits. Align offers its employees:

• Short-term and long-term disability insurance in accordance with those plans.
• Basic Life Insurance and Accidental Death and Dismemberment. Voluntary Supplemental Life Insurance for Employee, Spouse/Domestic Partner, and Child(ren) are available for purchase in accordance with those plans.
• Flexible Spending Accounts – Employees may be eligible to participate in a health care account (including a limited health FSA if enrolled in a HDHP), dependent care account, and a pre-tax commuter benefit plan.
• 401k plan (with a discretionary Company match of 50% up to 6% of eligible earnings up to a maximum match of 3%.). Employer match vests after two years – 25% year one and 100% at year two. Align offers traditional, Roth, and after-tax options.
• Employee Stock Purchase Program (Employees must work 20 hours or more and be employed on purchase date to be eligible).
• Paid vacation of up to 17 days during the first full year of employment (currently accrued at the rate of 5.24 hours each pay-period), which carries over to a maximum cap of 30 days. Annual paid vacation time accrual increases based on tenure. Both exempt and non-exempt employees who work 32 hours or more per week receive prorated vacation accrual based on their regularly scheduled work hours and tenure.
• Sick time is accrued throughout the year at the rate of one hour for every thirty worked. Employees can carry over unused sick leave each year, up to a maximum balance of 80 hours.
• 11 Company-designated paid holidays throughout the year.
• If employed for at least 12 consecutive months, Align will grant up to 6 weeks of paid Parental Leave. If employed for less than 12 consecutive months, Align will grant up to 4 weeks of paid Parental Leave. All parental leave must be completed within one year of the birth or placement of the child. Parental leave is in addition to any state and/or local parental leave benefits. Three days of paid bereavement leave. In some cases, due to travel the amount of paid leave may be extended to 5 paid days off. To the extent applicable state or local law offers more generous benefits, Align complies with any such law.
• Non-exempt employees will receive full pay for up to 10 days of jury duty. Exempt employees will receive their full salary during any week they serve and perform any work. Other insurance such as legal, critical illness, voluntary accident, long-term care, auto, home and pet insurance are available for purchase.

To the extent applicable state or local law offers more generous benefits, Align complies with any such law.

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Equal Opportunity Statement
Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.