• Deliver outstanding technical assistance to our customers via phone, email, and chat while taking ownership of timely solutions • Build knowledge of our evolving software and the private markets industry in order to be a go-to expert who can share best practices and guide customers to success • Build valuable B2B customer-facing skills by developing strong relationships with customers and acting as their trusted advisor • Work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement solutions for our customers • Advocate by sharing customer feedback to inform product development and software improvements • Contribute towards cross-functional initiatives and strategic projects • Develop and refine internal documentation, processes, and procedures • Contribute to our positive and inclusive team culture by supporting your colleagues and sharing your knowledge and expertise

• Manage the end-to-end onboarding process for new credit card applications from dentists, ensuring a smooth and efficient experience. • Communicate effectively with the sales team, providing timely responses and guidance on onboarding questions and requirements. • Answer support calls and emails from clients, addressing their inquiries and concerns related to the onboarding process. • Collaborate with cross-functional teams, such as sales, customer support, and technical teams, to ensure a seamless onboarding experience for dentists. • Continuously improve onboarding systems and processes, identifying areas for optimization and implementing solutions to enhance efficiency and customer satisfaction. • Conduct training sessions and provide guidance to dental office staff on how to effectively use credit card solutions and navigate the onboarding process. • Stay up to date with industry trends and regulations related to credit card solutions for dentists, ensuring compliance and providing accurate information to clients. • Maintain accurate and detailed records of all onboarding activities, ensuring data integrity and accessibility for future reference and reporting. • Collaborate with the product team to provide feedback and insights from the onboarding process, contributing to the enhancement of our credit card solutions. • Assist with special projects and initiatives related to onboarding, such as developing educational materials, creating onboarding documentation, and participating in process improvement initiatives. • Consistently meet company and department policies and expectations including those surrounding attendance. • Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble, and Feedback in a Gift. • Other duties as assigned.

• Maintain a positive, empathetic, and professional attitude toward customers at all times. • Respond promptly to customer inquiries in a high call volume, fast-paced environment following established processes and guidelines. • Interact with customers via telephone, email, and online chat to answer product-related questions, resolve standard issues, and provide basic education on Record Hub services. • Accurately document customer interactions, inquiries, issues, and resolutions in designated systems. • Identify issues that require additional expertise and appropriately escalate to senior representatives or specialists. • Make outbound telephone and email contacts to customers to provide updates, education, and support issue resolution. • Follow defined workflows, scripts, and quality standards to ensure consistency and compliance. • Communicate and coordinate with colleagues and team leads as needed to support customer needs. • Actively participate in training, coaching, and feedback sessions to build product knowledge and customer service skills. • Provide feedback on customer experience challenges and opportunities for improvement. • Perform other related duties as assigned.

• Maintain a positive, empathetic, and professional attitude toward customers at all times, even in high-stress or escalated situations. • Respond promptly to customer inquiries in a high call volume, fast-paced environment with minimal supervision. • Interact with customers via telephone, email, and online chat to answer complex product-related questions, resolve advanced issues, and provide in-depth education on Record Hub processes. • Independently investigate and resolve complex product and service complaints, including those requiring cross-functional coordination. • Identify trends in customer issues and recommend improvements to workflows, tools, or knowledge resources. • Serve as a point of escalation for Level I representatives and provide informal guidance or peer support as needed. • Ensure appropriate actions are taken to fully resolve customer problems and concerns, following through to completion. • Accurately maintain customer accounts and detailed records of interactions, inquiries, and resolutions. • Make outbound telephone and email contacts to customers to provide education, proactive updates, and issue resolution. • Communicate and coordinate effectively with colleagues, specialists, and internal partners to resolve customer needs. • Provide actionable feedback on the efficiency and effectiveness of customer service processes. • Participate in training, onboarding, or knowledge-sharing initiatives as requested. • Perform other related duties as assigned.