Consumer Care Representative

Department: Marketing

Location: US-California-San Jose

Compensation: $26.42 - $36.33 / hour

Description

This position is ideal for experienced customer service professionals to join the Consumer Care team as a Consumer Care Representative, delivering exceptional support to consumers, patients, and doctors. Partnering with internal and external teams, you’ll provide clear communication, issue resolution, and brand advocacy to enhance the consumer experience. This role is critical in ensuring consumer satisfaction and strengthening brand reputation.

This role based out of the Raleigh, NC, or San Jose, CA, office. This position requires in-office attendance Monday-Friday (9 am-6 pm EDT or 6 am-3 pm PDT).

Role expectations

• Support, document, track, and resolve complaints and inquiries from consumers.
• Represent the company as a primary contact for consumer concerns.
• Exercise exceptional judgment and utilize empowered decision-making to resolve issues for consumers and doctors.
• Troubleshoot end-to-end and collaborate with internal and external contacts for resolution.
• Identify and suggest process improvements to enhance consumer, dentist, and business partner experiences.
• Consistently meet or exceed set quality and productivity metrics.
• Adapt to evolving departmental processes and responsibilities.
• Perform other duties as assigned.
  
  

What We're Looking For

• Education: Bachelor’s degree or related experience preferred.
• Experience: 2 years in a call center environment.
• Skills: Strong MS Office proficiency (Outlook, Word, Excel) and data entry efficiency.
• Communication: Clear, concise, and professional verbal and written skills.
• Problem-Solving: Ability to identify root issues through skillful questioning.
• Judgment: Strong decision-making and organizational skills with attention to detail.
• Teamwork: Ability to work independently and collaboratively.
• Languages: Bi-lingual in French or Spanish strongly desired.
  
  

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.

Applicant Privacy Policy

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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.