Job Description

About Pearl AI:

Pearl AI is an industry leader in dental technology, offering innovative AI-powered solutions that transform the way dental organizations operate. Our mission is to provide our customers with cutting-edge tools and exceptional service that enhances both patient care and operational efficiency.

Job Summary:

We are looking for a detail-oriented and customer-focused Customer Service Representative to join our team. As the first point of contact for our customers, you will play a critical role in ensuring they receive timely and accurate support. You will respond to customer inquiries via chat, email, and phone, troubleshooting basic issues or escalating them to the appropriate department as needed.

Key Responsibilities:

• Customer Support: Respond to customer inquiries via chat, email, and phone, delivering fast, friendly, and accurate assistance.
• Issue Triage: Assess customer issues, providing quick solutions where possible, or escalating more complex inquiries to the appropriate teams (technical support, customer success, implementation, sales or product, etc.).
• Documentation: Log customer interactions and issues in our CRM system (e.g., HubSpot) to ensure all cases are tracked and followed up appropriately.
• Collaboration: Work closely with technical support and other teams to ensure customer issues are resolved efficiently.
• Knowledge Sharing: Maintain and update internal knowledge bases and FAQs to help customers find answers to their common questions quickly.
• Customer Experience: Strive to provide a positive, seamless experience for every customer interaction, ensuring all customers feel valued and supported.

Follow-Up: Proactively follow up with customers to ensure their issues have been resolved to their satisfaction.

Required Skills and Qualifications:

• Experience: 1-3 years of customer service experience, preferably in a software or SaaS company.
• Communication: Excellent verbal and written communication skills, with the ability to clearly articulate solutions and ideas.
• Problem-Solving: Strong attention to detail with the ability to think critically and solve problems quickly.
• Technical Aptitude: Ability to quickly learn new software tools and effectively communicate technical concepts to non-technical users.
• Customer-Centric: A passion for delivering top-notch customer experiences, with empathy and patience in all customer interactions.
• Multitasking: Ability to handle multiple conversations and tasks simultaneously while maintaining a high level of accuracy and efficiency.
• Team Player: Strong collaboration skills and a willingness to work closely with other teams to resolve issues.

Preferred Qualifications:

• Experience with customer service platforms (e.g., Zendesk, HubSpot, or similar CRM systems).
• Basic understanding of dental technology or healthcare SaaS products is a plus.

*For CA, CO, MA, MN, CT, and VT applicants, the base pay range is $45,000 - $50,000 DOE.

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