Consumer Care Representative - Contractor

Department: Marketing

Location: US-California-San Jose

Compensation: $25.00 / hour

Description This position is ideal for experienced customer service professionals to join the Consumer Care team as a Consumer Care Representative, delivering exceptional support to consumers, patients, and doctors. Partnering with internal and external teams, you’ll provide clear communication, issue resolution, and brand advocacy to enhance the consumer experience. This role is critical in ensuring consumer satisfaction and strengthening brand reputation.

This is an on-site role based out of the Raleigh, NC, or San Jose, CA, office.

Role expectations

• Support, document, track, and resolve complaints and inquiries from consumers.
• Represent the company as a primary contact for consumer concerns.
• Exercise exceptional judgment and utilize empowered decision-making to resolve issues for consumers and doctors.
• Troubleshoot end-to-end and collaborate with internal and external contacts for resolution.
• Identify and suggest process improvements to enhance consumer, dentist, and business partner experiences.
• Consistently meet or exceed set quality and productivity metrics.
• Adapt to evolving departmental processes and responsibilities.
• Perform other duties as assigned.

What We're Looking For

• Education: Bachelor’s degree or related experience preferred.
• Experience: 2+ years in a call center environment.
• Skills: Strong MS Office proficiency (Outlook, Word, Excel) and data entry efficiency.
• Communication: Clear, concise, and professional verbal and written skills.
• Problem-Solving: Ability to identify root issues through skillful questioning.
• Judgment: Strong decision-making and organizational skills with attention to detail.
• Teamwork: Ability to work independently and collaboratively.
• Languages: Bi-lingual in French or Spanish strongly desired.

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Equal Opportunity Statement Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.