Customer Satisfaction Agent at Tiime, assisting entrepreneurs through a dedicated application. Engaging users via multiple communication channels and enhancing their experience.
About the role
- Customer Service Supervisor leading day-to-day Customer Service operations in a fast-paced environment at Dentsply Sirona. In charge of team performance, process improvements, and ensuring high levels of customer satisfaction.
Responsibilities
- Lead and support a team of Customer Service representatives, ensuring consistent execution of daily operational priorities.
- Operate effectively in a dynamic environment with changing priorities, minimal oversight, and high expectations for ownership and accountability.
- Serve as a first point of escalation, resolving complex customer, order, system, or process issues.
- Proactively identify system gaps, process breakdowns, and recurring issues, and partner cross-functionally to drive enhancements and sustainable fixes.
- Apply critical thinking and root-cause analysis to assess problems and recommend data-driven solutions rather than temporary workarounds.
- Monitor team performance against SLAs, KPIs, and quality standards; take corrective action when targets are not met.
- Coach, develop, and mentor team members, reinforcing accountability, problem-solving skills, and operational discipline.
- Ensure adherence to policies, procedures, and controls while continuously challenging opportunities to simplify and improve them.
- Collaborate closely with leadership, IT, Finance, Sales, and other stakeholders to support operational excellence and system stability.
Requirements
- Minimum 5-7 years’ related experience in a fast-paced Customer Service Call Center environment including coaching and development experience.
- Bachelor's Degree in business or related field, or equivalent combination of experience and education.
- Preferred experience in dental, medical, or other highly regulated industry.
- Lead experience in Customer Service, Operations, or a Call-Center environment.
- Exposure to ERP systems (e.g., SAP / S/4) and operational reporting tools.
- Proven track record of supporting process improvement and transformation initiatives.
- Proven ability to work independently with limited direction and make timely, well-reasoned decisions.
- Strong critical-thinking and analytical skills, with the ability to connect operational issues to system or process root causes.
- Demonstrated experience operating in a fast-paced, high-pressure environment with competing priorities.
- Excellent communication skills, with the ability to clearly articulate issues, risks, and recommendations.
- Basic computer skills such as Microsoft office – Word, Excel. Internet software, Email application, Database software, etc.
Benefits
- health (3 options)
- dental (provided)
- vision
- life (provided) + extra life
- short-term and long-term disability (provided)
- 401k (retirement) with company matching
- 10 holidays and paid time off
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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