• Provides support to our customers by providing quality customer service through knowledge of Arch MI underwriting programs, policies, and procedures. • Communicates with customers via phone calls and emails, promptly responding to customers questions and complaints. • Directs callers/clients to the appropriate staff member and responds to basic inquiries in a timely manner within assigned level of authority. • Assists Underwriting Support staff with requesting missing documents. • Identifies and reports system issues/errors in a timely manner to management. • Performs other tasks and special projects as required and assigned by management. • Supports sales, underwriting, and customers regarding general problem solving of issues, providing procedures of loan submission, and recommending opportunities for customers.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a Customer Support Specialist to join our growing team. This role is dedicated to providing world-class support to our clients, assisting with troubleshooting and/or providing information regarding the software. Whether it's a quick fix or a multi-step process, each customer interaction will require creative thinking, soft skills, and industry expertise to resolve, therefore, ensuring the client can fully leverage our software solutions to achieve their practice goals. - Delivering excellent customer service through phone, email, and web-based support. - Researching, troubleshooting, and resolving software and process-related issues quickly and accurately. - Documenting support cases and resolutions thoroughly in our ticketing system. - Providing workflow guidance and product best practices to clients, ensuring strong user adoption and satisfaction. - Collaborating with internal teams to share client feedback that drives product improvements. Qualifications - Minimum of 2 years working in an orthodontic practice as financial coordinator, treatment coordinator, practice manager and/or operations. - Have a minimum of 1 year experience working with at least one of our integration partners' software systems (Tops, Cloud9, Dolphin, OrthoTrac, or Edge Cloud). - Ability to troubleshoot and research complex software issues in a timely manner. - Excellent verbal and written communication skills with both clients and internal teams. - Capable of managing multiple tasks, prioritizing effectively, and documenting thoroughly. - Proactive in sharing insights and working with others to improve client outcomes. - Drive to perform at a high level in a fast-paced environment, balancing competing priorities, and meeting objectives. Requirements - Response & Resolution – Research, troubleshoot, diagnose, and resolve support requests and software issues in a timely manner. - Customer Satisfaction (CSAT) Scores – Consistently meeting or exceeding client satisfaction benchmarks. - Case Documentation Quality – Maintaining accurate, thorough documentation of support issues and resolutions in our web-based ticketing system. - User Adoption/Engagement Feedback – Identify and provide learned best practices to ease user adoption and engagement resulting in positive client feedback. - First-Contact Resolution – Field inbound customer support calls, emails and chats and resolve issues without escalation when possible. Benefits - Comprehensive health, dental, and vision coverage options. - Wellness benefits that support lifestyle, behavioral health, and overall wellbeing. - Flexible paid time off, sick time, and 10 company-paid holidays. - 401(k) plan with company match to help you build your future. - Culture Committee driving initiatives that spark connection, fun, and belonging.

• Provide excellent customer service utilizing our desktop application, Talkdesk • Answer inbound calls regarding shipping, returns, warranties, damaged or missing parts, refunds, and package tracking • Perform other duties as assigned as needed

Join a growing consulting company that is fun, flexible and passionate about helping our clients (some of the world's most recognizable brands) define and realize business benefits through strategy, research, best practices, process improvements, and tools. We are seeking a versatile Customer Experience Consultant who combines a passion for customer experience with strong analytical skills. The ideal candidate is a strategic thinker and a hands-on executor, equally comfortable leading client workshops, conducting qualitative interviews, analyzing voice of the customer (VoC) feedback, and developing data visualizations that bring insights to life. Responsibilities (other duties may be assigned) Customer Experience Strategy Lead and support CX engagements, including journey mapping, current state assessments, and roadmap development. Participate in executive interviews, employee/customer focus groups, and client workshops to discover challenges and define future-state experiences. Identify CX opportunities using VoC, customer behavior data, and industry benchmarks. Develop and deliver client-facing materials including CX roadmaps, governance frameworks, and communication strategies. Define KPIs and success measures for customer experience initiatives. Data Analysis & Insights Collect, clean, and process structured/unstructured data from multiple sources (surveys, CRM, operational data). Perform Exploratory Data Analysis (EDA) to identify patterns and trends relevant to CX. Create dashboards and reports in Excel or data visualization tools to support storytelling and decision-making. Analyze qualitative data using synthesis techniques to generate actionable insights and support strategic decision-making Apply statistical techniques to support recommendations. Translate insights into compelling stories that influence client decisions. Qualitative Research Conduct qualitative research studies, including in-depth interviews and focus groups to uncover user needs, motivations, and behaviors. Analyze qualitative data using thematic coding and synthesis techniques to generate actionable insights and support strategic decision-making. Develop discussion guides, and stimuli to support exploratory, concept testing, or journey-mapping research. Collaborate with stakeholders to translate research findings into compelling research reports with key insights and actionable recommendations. Cross-Functional Consulting Collaborate with business, product, and IT stakeholders to align customer strategies with data capabilities. Identify and resolve data quality issues impacting business insights. Balance multiple projects while delivering high-quality, on-time deliverables. Ability to work independently and be resourceful. Contribute to proposal development and client presentations as needed. Qualifications to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bachelor’s or Master’s degree from an accredited college or university. 4+ years of experience in consulting, customer experience, or strategy. 2+ years of experience in data analysis, business intelligence, or data storytelling. Experience conducting or supporting primary and secondary customer research. Strong written and oral communication skills. Advanced Proficiency in Microsoft Excel, PowerPoint, and visualization tools. Understanding of survey methodologies, sampling, and data weighting. Understanding of statistical methods. Experience with VoC and/or Experience Management platforms (e.g., Qualtrics, Medallia) preferred. Willingness to travel up to 50%. This is a full-time salaried W2 position with our company, including very competitive benefits and a great team to work with! Salary Range: $90,000 - $110,000 Andrew Reise Consulting is a leading provider of customer experience solutions. We are committed to helping clients align their product and service delivery experience with the wants, needs and expectations of their customers. We work with clients to build customer experience strategies tailored to enhance the full customer lifecycle. Our strategy development offering is built on decades of experience working with Fortune 500 companies across industries to grow broader, deeper and longer customer relationships. Our strategies and solutions are designed to put clients first and deliver practical solutions to improve their bottom-line. We start with strategy, but recognize the value of excellence in delivery. Our experienced consultants anticipate critical situations and are prepared to combat the typical pitfalls of customer experience programs. Above all else, we believe in solving problems, and are prepared to take on the most complex issues standing in the way of our client’s customer experience goals. Andrew Reise is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel processes are merit-based and applied without discrimination.