VIP Support Specialist

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?

• 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 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 the 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