Customer Loyalty Advocate

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together.

Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!

If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!

JOB OVERVIEW:

The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty.  Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key.  

KEY RESPONSIBILITIES: 

• Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations 
• Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from 
• Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience 
• Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions 
• Proactively engage clients that are delinquent on payments  

KNOWLEDGE: 

Intermediate level professional; developing knowledge within own discipline. Some evaluation, originality or ingenuity required to perform tasks. Frequently apply the fundamental concepts, practices, and procedures of a particular field. Apply company policies and procedures to resolve a variety of issues.

COMPLEXITY: 

Work on problems of limited to moderate scope and impact where analysis of situations or data requires a review of a variety of factors. Analyze possible solutions using standard procedures to solve straightforward problems. Exercise judgment within defined procedures and practice to determine appropriate action. Build productive internal/external working relationships.

SUPERVISION: 

Receive a moderate level of instruction on day-to-day work and detailed instruction and guidance on new projects or assignments.

MINIMUM WORK EXPERIENCE: 

Typically 2 to 4 years of related professional experience.

PREFERRED EDUCATION: 

Typically a Bachelor's Degree or global equivalent in related discipline.

GENERAL SKILLS & COMPETENCIES: 

• Experience in customer success, sales, or a similar customer facing role 
• Familiarity with Salesforce and customer engagement tools is a plus 
• Dental experience is a plus (GD) 
• Basic understanding of industry practices
• General proficiency with tools, systems, and procedures
• Basic planning/organizational skills and techniques
• Good decision making, analysis and problem solving skills
• Good verbal and written communication skills
• Basic presentation and public speaking skills
• Basic interpersonal skills
• Developing professional credibility

SPECIFIC KNOWLEDGE & SKILLS:   

• Consultative approach to customers
• Deep customer empathy
• Customer experience champion
• Exceptional HS One product knowledge
• Ability to have difficult conversations with customers
• Understanding of competitive landscape

PERFORMANCE REQUIREMENTS: 

Typically, to advance to a new job level, TSMs must demonstrate professional beh