Part time Customer Service Representative

Are you passionate about customer service and social media engagement?  Join DGSHAPE as our new part time Customer Service Representative. As part of our team, you'll be responsible for managing web, social media, private network, key opinion leader (KOL), and beta test site communications.  Your role will involve fostering customer engagement, selecting qualified test sites, and gathering valuable feedback to help us enhance our products. Ideal candidates will have social media and experience in the dental industry. Excellent written and verbal communications are required, and bi-lingual is a plus. To apply, please email your resume to resumes@rolanddga.com.

POSITION PURPOSE

The Customer Service position within DGSHAPE will be responsible for managing web, social media, private network, key opinion leader (KOL) and beta test site communications to help DGSHAPE increase customer engagement, select qualified test sites, and build better products for the future.  This candidate will be responsible for B2C communication on popular social media networks (such as Meta, LinkedIn, Instagram), industry platforms (such as LMT, Aegis, AACD, ADA), the DGSHAPE website (forms and requests from DGSHAPE.com),  and communicating with beta test sites and KOL’s to retrieve feedback on tested accessories, products, and workflows.  

ESSENTIAL FUNCTIONS AND BASIC DUTIES 

Virtually manage social media networks for B2B/B2C communication to: 

Improve brand awareness 

Improve support to customers 

Ensure online customers are receiving the correct information 

Initiate communication for users experiencing difficulty with DGSHAPE products 

Respond to messages from customers, prospects, partners, and resellers 

Engage online polls, surveys, forums, and discussions boards involving DGSHAPE products or services 

Work with Marketing to effectively meet strategic goals to increase social media followers, software subscriptions, and improve overall interest in DGSHAPE products and services 

Work with GPM to identify good candidates for future product testing, marketing testimonials, or KOL’s 

Respond to webforms, webchat, and e-mail requests from customers and prospects 

Collaborate with industry partners, vendors, resellers, KOL’s, and beta test sites to gather missing documentation, reports, feedback, contracts, and to verify data 

Participate in weekly management meetings to discuss activities, progress, next steps, and ideas for improving processes, communications, or data gathering 

Monitor, manage customer-based posts, questions, and requests in a private DGSHAPE network 

PERFORMANCE MEASUREMENTS 

Evaluate the effectiveness of social media and website communication with all industries and propose new ideas for engagement where necessary 

Systematic review and reporting of social media activities and results 

Improve selection of new candidates for product, accessory, or workflow testing 

Successful capture of feedback and equipment from test sites and KOL’s 

QUALIFICATIONS 

EDUCATION/CERTIFICATION:  

Bachelor’s Degree (or higher) in Marketing or Communications preferred 

5+ years of experience in customer service, support, marketing, project or product management, or sales 

3+ years of experience with social media networks including Meta, LinkedIn, Instagram, and Twitter 

REQUIRED KNOWLEDGE:  

Expert using Zoom and Microsoft Teams to meet and present 

Expert using Microsoft Office suite of applications specifically Outlook, Word, Excel, and PowerPoint 

Strong team working skills, life-long learning and excellent written and oral communications skills are requirements for this position  

EXPERIENCE REQUIRED: 

Experience with social media marketing, communications or management 

Experience working in a dental environment or with dental products including IOS scanners, CAD/CAM software, milling or 3D printing devices, or dental applications a plus 

SKILLS/ABILITIES:  

Ability to manage multiple tasks simultaneously to completion by deadline 

Ability to prioritize work according to urgency and importance 

Strong interpersonal skills to resolve problems in a professional manner 

Excellent written and verbal communication skills 

Excellent planning and organizational skills 

Ability to work independently and resolve problems in a timely manner 

Ability to be a self-starter 

Ability to speak Mandrin, Japanese, or Spanish a plus 

SALARY RANGE:

$18 -  $20 hour