Align Technology is a global medical device company that pioneered the invisible orthodontics market with the introduction of the Invisalign system in 1999.  Today, we develop innovative, technology-rich products such as Invisalign aligner treatments, iTero™ intra-oral scanners, and OrthoCAD digital services to help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients.

Align Technology, Inc., the makers of Invisalign®, is seeking an experienced customer service professional.

The position includes providing consumer care via all channels including social media. It also involves supporting dentists, orthodontists and their office staff. Experience in a social care organization in healthcare or other regulated industry is highly desired.

Successful candidates must be effective in collaborating with the Marketing, Regulatory, Legal, Sales, Professional Customer Support, and Clinical teams. In addition, the candidate must be able to work closely with external PR and social media agencies.  Align is seeking a proactive self-starter with strong people and social care skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Collaborate with internal and external teams to support consumers, dentists, and orthodontists
  • Provide social customer care
  • Receive and respond to in-bound consumer communications. Log complaints, adverse events, and inquiries
  • Troubleshoot issues end-to-end—working with the consumer and the dentist/orthodontist to resolve situations
  • Recommend ways to better support consumers, dentists and orthodontists
  • Collaborate closely with professional customer service to shape Align’s customer service experience
  • Collaborate closely with marketing and public relations to shape Align’s social media presence

Additional responsibilities:

• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources
• Participate in proactive team efforts to achieve departmental and company goals
• Surface concerns and ideas to consumer and product marketing
• Perform other duties as assigned
• Adapt to changing departmental or job responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proven consumer customer service experience—at least 5 years as a consumer customer service representative required      with 2 years providing social consumer care and 2 or more years of      healthcare industry experience is required
• Self-starter who needs minimal supervision
• Highly proficient in spoken and  written English.  Efficient and proficient with data entry
• Experienced working and interacting in social media such as Facebook, Twitter, Google +, Pinterest     
• Strong judgment skills and creative problem solving ability
• Understanding of the importance of brands with the ability to be a brand ambassador
• Ability to adapt to a rapidly changing environment

EDUCATION and/or EXPERIENCE

• Bachelor’s degree or related experience preferred.
• Proficiency with SalesForce Service Cloud preferred

WORK SCHEDULE / HOURS

Hours will be variable depending on volume and timing of consumer complaints. Some weekend or evening work may be required. The position is required to work the hours specified by the company.

 Some international travel for training might be required.

All your information will be kept confidential according to EEO guidelines.