• Supervisor, Digital Helpdesk

    Aspen Dental (Springfield, IL)


    The Supervisor of Digital Help Desk for Aspen Dental branded practices will assist in leading a team dedicated to providing exceptional support to our doctors, offices, and field leaders. This role ensures customer inquiries, escalations, and issues are handled promptly, root causes are identified and resolved, and service excellence remains a priority.

     

    The Supervisor will follow direction from the Manager of the Digital Help Desk to ensure critical Digital Dentistry Support to Field Teams is being provided. This role will provide leadership, coaching and development to assigned Digital Help Desk Team Members and will hold the Team accountable to agreed upon KPIs. They will also act as a Subject Matter Experts (SME) for Digital Dentistry systems and processes.

     

    Pay: 33 - 36 / hour depending on experience

    Responsibilities:

    + **Customer Support Leadership** :Leada team focused on managing escalations, resolving questions, and delivering solutions to customer issues with urgency andprecision.Provide supporttoDigital Dentistry processes and workflows.

    + **Workforce Management:** CoordinateTeam availability to ensureagents are availableto provide Digital Dentistry Supportat any given time.Ensuressupport processes are completedin a timely manner.

    + **Collaboration and Partnership** :Partners withassociated Digital Dentistry supportteamsto escalate and resolveissues, andcollaborates with FieldTeams & Leadership to resolveand provide feedback on support-related issues.

    + **Continuous Improvement** : Analyze trends in customer feedback and operational performanceandprovides learningsto Support Leadership

    + **Team Development:** Providedirectsupport and guidancetoa high-performing team that is equipped to handle complex issues and provide world-class customer service.Continue to build and support an “Anything People” culture amongst team and business partners.

    + **Metrics and Reporting:** ManageTeamdashboardsandescalateunresolvedinquiriestoLeadership.Track and report on customer service KPIs, using data to inform decisions and drive accountability.

    Minimum Education and Experience:

    + High school graduate or equivalent

    + 3+ years of experience in customer service or operations, preferably in healthcare, manufacturing, or digital services.

    + Familiarity with dental, medical, or manufacturing environments.

    + Ability to lead ateam in afast-paced,Remote Work environment

    + Experience managing escalations in a multi-location or distributed service model.

    + Must be comfortable assisting and/or training Field Team Members in a virtual environment

    + Experience in Digital Dentistry technologiesand workflows- including 3Shape Scanners,Digital DesignWorkflowsandtheSprintRayDigital Ecosystem -required

    + Experience in a Help Desk or Ticket Management System preferred, but notrequired

    + Ability to multi-task

    + Strong problem-solving skills and a commitment to driving resolution and improvement.

    + Excellent verbal and written communication skills

    + The ability to conduct up to 25% travel

     

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