Henry Schein One | $60,000 - $64,000
Steph's Notes:
Medical and dental companies have historically fared poorly in Bad Job Bingo, so I'm very interested to see how this one turns out.
We are the Global Leader in dental management, analytics, communication, and marketing software
Is there, like, an official title of "Global Leader" that this company has somehow earned? If not, why are they randomly capitalizing that?
When TECHNOLOGY connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients.
Why are you yelling at me about technology?
All of this came from a small section on the Careers page, which is to say there *is* no real Careers page to speak of.
The fact that this role is titled Customer Loyalty Advocate but is handling "customers seeking to reduce, terminate, or change their HSOne account products or subscriptions" already feels like a red flag.
Is this one of those SiriusXM situations in which you have to go through all nine circles of Hell in order to cancel your subscription?
Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key.
I'm glad we're setting expectations about this job listing early.
Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from
I hope both this role and Henry Schein One's customers have fireproof clothing.
Proactively engage clients that are delinquent on payments
Much attention. So detail.
Must have:
Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience
Typically, a bachelor’s degree or global equivalent in related discipline"
Typically or actually? Also, how much do you want to bet that the pay for this role does not reflect that bachelor's degree or equivalent experience requirement?
Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages
I mean, of course. They need to be able to navigate the inferno.
The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role.
We win! I think Henry Schein One owes us $1,000,000 dollars for subjecting us to this nonsense.
A great place to work with fantastic people.
Damn it, now you've done it. To Glassdoor, away!
From the reviews:
- "Bad" (1 star)
- "Worst Place That I've Ever Worked" (2 stars)
- "Work here if you love bullies" (1 star)
- "Rough Around the Edges" (3 stars)
- "Politically driven culture with shifting roles, pressure tactics, and poor respect for boundaries" (1 star)
- "weird" (3 stars)
- "Formerly great company undone by poor leadership and internal politics" (1 star)
So, yeah...I think we've got a BINGO on our hands.
Original Job Description: Customer Loyalty Advocate
This position is Remote within the United States
JOB OVERVIEW:
The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty. Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key.
What You Will Do
- Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution – including down-sells, restructuring, and terminations
- Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from
- Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience
- Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions
- Proactively engage clients that are delinquent on payments
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment
No special physical demands required
Qualifications
Must have:
- Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience
- Typically, a bachelor’s degree or global equivalent in related discipline
- Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages
- Demonstrated success in achieving or surpassing goals in previous roles
- Understanding of industry practices
- Good decision making, analysis and problem-solving skills with ability to multi-task
- High proficiency with tools, systems, and procedures
- Good planning/organizational skills and techniques
- Strong verbal and written communication skills
- Good presentation and public speaking skills
Nice to have:
- Customer Success or account management experience
- Dental Service Organization, or in-office dental practice experience
- Previously worked in a customer support role
- Experience using a CRM and/or Customer Success platform
The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people.
- A career in the healthcare technology industry, with the ability to grow and realize your full potential.
- Competitive compensation.
- Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.
