• Handle supervisory responsibilities including: • Hiring entry-level customer service employees. • Training new employees in the company’s customer experience policies, procedures, and best practices. • Organizing and overseeing the schedules and work of assigned staff. • Conducting regular occurring 1 on 1s and conducting performance evaluations that are timely and constructive. • Handling discipline and termination of employees as needed and in accordance with company policy. • Manage a team of assigned customer experience representatives and ensure they comply with company guidelines particularly related to quality of service. • Provide customer service by handling customer escalated calls, answering complex product issue questions, resolving issues, and educating customers. • Strategize and monitor the daily activities of customer service operations. • Assist customer experience representatives with duties where required. • Ensure that representatives are informed about changes to company products and services. • Collect data and prepare reports on customer complaints and inquiries. • Manage customer call backs to respond to feedback. • Prepare monthly reports summarizing the assigned customer experience team’s performance. • Prepare knowledge-based documents such as summaries and responses to frequently asked questions. • Identify opportunities to update or improve customer service procedures and make recommendations to leadership or other appropriate staff. • Perform other related duties as assigned.

• Schedule service calls to field service technicians throughout the US based upon priority level and location in a timely fashion. • Create service tickets and route them to various service agencies • Act as liaison between clients and field technicians • Respond service order requests via phone and email • Fulfillment of any additional requirement set forth by Senior Management and deemed necessary within the scope of the job function • Provide excellent customer service to both internal and external customers, whether via direct contact, over the phone, or online services.

Codent AI – Remote (United States) Company Overview Codent AI is a dental technology company that supports dental practices through a combination of human expertise and AI-powered tools. Our platform helps improve treatment planning workflows, supports informed patient decision-making, and assists dental offices in navigating insurance benefits efficiently. Codent AI partners with dental practices across the United States and operates in a fully remote environment. Position Summary Codent AI is seeking an experienced Virtual Dental Treatment Coordinator to provide remote treatment coordination support to partner dental practices nationwide. This full-time position focuses on treatment coordination, dental insurance benefit interpretation, and patient communication using Codent AI’s technology platform. Team members in this role collaborate closely with dental practices, providers, and patients to help ensure treatment plans are clearly communicated and understood, while supporting improved treatment acceptance and patient care. Employment Type and Location Employment Type: Full-Time W-2 Employee Schedule: Monday – Friday Location: Remote (United States) Travel: No routine travel required Compensation Hourly Rate: $25.00 – $35.00 USD, based on experience and qualifications Key Responsibilities - Coordinate and review dental treatment plans in collaboration with partner dental offices - Utilize Codent AI’s technology platform to support treatment planning workflows and documentation - Verify and interpret dental insurance benefits, including coverage limitations and estimated patient responsibility - Communicate treatment plans to patients clearly and professionally via phone, video, or secure digital platforms - Support dental offices by improving treatment plan understanding and case acceptance through patient education and financial presentation - Accurately document treatment coordination activities within Codent AI systems and applicable dental practice management software - Serve as a liaison between dental providers, insurance carriers, and patients to ensure clear and consistent communication - Maintain compliance with HIPAA and applicable data privacy regulations

• Own each customer interaction from start to finish, ensuring clarity, care, and confidence. • Resolve issues with empathy, turning challenges into positive experiences. • Navigate tools efficiently while keeping the human touch. • Share insights and recurring patterns to help improve the experience. • Become a product expert to guide customers authentically.