Customer Care Representative

Proclaim is on a mission to eliminate oral disease by making it incredibly easy and enjoyable to achieve oral health. Oral diseases are the most common diseases in the world and affect not only your mouth but also your entire body -- yet few people care for their teeth and gums effectively and consistently. To address this challenge, we’re developing the world’s first fully automated oral health system, with a completely new, clinically validated device that cleans your teeth and gums in just 7 seconds. Proclaim is building a true platform for oral health, with products and services that allow simple, fast, and ultra-effective care. Proclaim was founded with the intent to make a meaningful difference in the lives of billions of people. If this sounds like something you’d be interested in, please contact us! Opportunity for Impact: The Customer Care Representative will be mission-driven and will be a champion of the company’s vision to improve the health of millions – fighting chronic diseases such as heart disease and Alzheimer’s dementia through improved oral health. Not only providing traditional customer care, this team operates at the intersection of our customers, our products, and the brand’s evolution. The work begins with the customer through troubleshooting, providing exceptional service and operational excellence, but ends with supporting the organization through cross-functional reporting and improving processes.

Role & Responsibilities: ● Guarantee all customer care inquiries (email, chat, and phone) are being answered in a timely and efficient manner within set SLAs.● This role involves guiding customers through the checkout journey and addressing any concerns or questions they may have.● Ensuring a smooth and seamless experience from purchase to order completion. Assist customers with modifying their orders, updating shipping details, applying discounts or promotions, and handling any other changes or adjustments requested.● Oversee customer return process working cross-functionally with the customer, 3PL partner, and supply chain team to ensure a seamless reverse logistics process.● Track and analyze product issues to stay on top of any trending issues and suggest/call out/discuss possible product improvements with cross-functional product teams.● Create and maintain training materials for customer care systems and processes to be used when training new team members.● Assist dental practitioners with general questions regarding products, and the use of software platforms.● Work collaboratively within the team to ensure that all service level agreements (SLAs) are consistently met. This role involves close coordination with various departments or teams within the organization to streamline processes and optimize efficiency in meeting SLAs. Professional & Personal Qualifications:● Minimum 2 years experience in a customer care department● Experience customer troubleshooting, CRM platforms, and servicing a plus● Excellent communication, organizational and analytical skills● Data-driven, detail and process oriented● Flexible working across multiple US time zones