VIP Support Specialist

VIP Support Specialist Position Summary

The VIP Support Specialist provides dedicated operational and account support to DentalXChange’s executive accounts. This role is responsible for managing day-to-day account-related requests and ensuring timely and accurate resolution of client inquiries.

Why does this role matter?

The VIP Support Specialist serves as the primary point of contact for DentalXChange's executive accounts, directly influencing retention and satisfaction for the company's most strategic client relationships. This role bridges technical support, account management, and cross-departmental coordination to deliver a consistent, high-touch client experience.

What impact will the new hire have in their first 6 months?

Within the first six months, the new hire will:

• Demonstrate full proficiency in case management, the round-robin assignment process, and internal escalation procedures
• Independently manage a full caseload while meeting established productivity, accuracy, and turnaround-time standards.
• Establish direct working relationships with executive accounts, resolving inquiries efficiently and minimizing the need for escalation
• Proactively identify and communicate account risk to leadership, supporting early intervention on client concerns.

What's the growth trajectory for this position?

As Specialists deepen their technical expertise and account-management experience, they build a strong foundation for pursuing broader opportunities across the company

What You'll Be Doing As Our VIP Support Specialist

• Provide a personalized relationship with every client and offer exceptional client support.
• Resolve incoming calls, emails, and assigned cases from executive clients efficiently and effectively, while satisfying the client’s needs/wants.
• Document all client interactions within Salesforce casing system.
• Effectively troubleshoot and manage support issues.
• Offer personalized assistance to executive clients via multiple channels including phone and email.
• Complete behind the scenes research on inbound inquiries, and complete necessary follow-up to the client.
• Work closely with and collaborate with other internal departments to ensure a seamless client experience.
• Achieve and exceed company and department goals.
• Must understand client’s needs and expectations and work within appropriate standards.
• Maintain professional competence, knowledge and skills necessary to promote additional services.
• Establish and maintain effective work relationships within and outside of the department.
• Consistently meet company and department policies and expectations including those surrounding attendance.
• Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift.
• Other duties as assigned.

What You'll Bring To the Team As Our Merchant Support Specialist

• GED or High School Diploma, college degree (preferred)
• Minimum of 1 year of customer service experience in a professional role required.
• Minimum of 1 year of experience in the dental industry is required.
• Minimum of 6 months of experience managing key accounts is preferred.
• Exceptional organizational skills and the ability to meet required deadlines within the required time frames.
• Proficient in all MS Office applications and use of the internet.
• Self-sufficient and able to execute tasks with little supervision.
• Ability to work closely with other associates.
• Strong verbal and written communication and interpersonal skills.
• Proficient in all MS Office applications with the ability to develop reports and manipulate data in Excel.
• Ability to successfully multitask with accuracy in a fast-paced environment.
• Working knowledge of technical and procedural aspects and functions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists