What are the responsibilities and job description for the Consumer Care Representative position at Align Technology?
Description
This is a hybrid role based out of the Raleigh, NC, or San Jose, CA, office. This position requires in-office attendance Tuesday-Thursday (9 am-6 pm EDT or 6 am-3 pm PDT).
Role expectations
What we're looking for
Pay Transparency
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 is a hybrid role based out of the Raleigh, NC, or San Jose, CA, office. This position requires in-office attendance Tuesday-Thursday (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.
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