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- Tasks: Engage with patients to prevent cancellations and ensure they feel valued.
- Company: Smile White offers exceptional dental care in a welcoming environment.
- Benefits: Enjoy a competitive salary, ongoing training, and a supportive team culture.
- Why this job: Join a growing practice where your skills directly impact patient satisfaction and retention.
- Qualifications: 2 years of sales experience and 1 year in customer retention required.
- Other info: Work Monday to Friday in Leeds with opportunities for career progression.
The predicted salary is between 24000 - 36000 £ per year.
At Smile White, we take pride in providing exceptional dental care to our patients in a comfortable and welcoming environment. Our team is dedicated to helping patients maintain their oral health and smile with confidence. As part of our continued growth, we are looking to expand our team with an experienced Retention Specialist.
Role Overview: As a Retention Specialist at Smile White, you will be responsible for reaching out to patients who wish to cancel their scheduled dental treatments. Your role will involve using your excellent communication and persuasion skills to understand the reasons behind cancellations and work with patients to keep their appointments. The goal is to provide patients with solutions that help them continue their treatment while delivering exceptional customer service.
Key Responsibilities:
- Proactively contact patients who wish to cancel or reschedule their appointments, providing a positive and understanding experience.
- Use your problem-solving and negotiation skills to offer solutions, address concerns, and encourage patients to keep their treatments.
- Maintain accurate patient records and ensure all cancellation information is updated in our CRM system.
- Collaborate with the wider team to coordinate treatment schedules and ensure efficient patient flow.
- Meet or exceed monthly targets for cancellations prevented and patient retention rates.
- Provide exceptional customer care, ensuring patients feel valued and well-informed throughout the process.
Skills & Experience:
- At least 2 years previous sales experience, ideally in a customer-facing role, with the ability to build rapport and close deals effectively.
- A minimum of 1 year experience in customer retention with a proven track record of successfully retaining customers.
- Strong communication and negotiation skills with a confident telephone manner.
- Ability to remain calm and empathetic, particularly when addressing patient concerns or objections.
- Self-motivated and target-driven with the ability to manage multiple tasks and priorities effectively.
- Previous experience with CRM systems is a plus, but not essential.
- A passion for customer service and improving patient satisfaction.
What We Offer:
- Competitive salary of £30,000 per year.
- Ongoing training and development to help you succeed in your role.
- A friendly, supportive, and dynamic team environment.
- Opportunities for career progression as our practice continues to grow.
- Commission structure based on performance, giving you the potential to increase your earnings.
Schedule: Monday to Friday
Ability to commute/relocate: Leeds LS12: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Customer Success Executive employer: Smile White
Contact Detail:
Smile White Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Executive
✨Tip Number 1
Familiarise yourself with common patient concerns and objections related to dental treatments. Understanding these issues will help you empathise with patients and provide tailored solutions during your conversations.
✨Tip Number 2
Practice your communication skills, especially over the phone. Role-playing scenarios with a friend or family member can help you become more confident in addressing patient concerns and persuading them to keep their appointments.
✨Tip Number 3
Research Smile White's services and values thoroughly. Being knowledgeable about what the practice offers will allow you to effectively communicate the benefits of continuing treatment and demonstrate your commitment to patient care.
✨Tip Number 4
Network with professionals in the dental industry or customer retention field. Engaging with others can provide insights into best practices and may even lead to referrals or recommendations for your application.
We think you need these skills to ace Customer Success Executive
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in sales and customer retention. Emphasise any specific achievements or metrics that demonstrate your ability to retain customers and manage cancellations.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of the dental industry. Mention how your skills align with the responsibilities of a Retention Specialist at Smile White.
Showcase Communication Skills: In your application, provide examples of how you've effectively communicated with customers in the past. Highlight instances where you successfully resolved concerns or objections, as this is crucial for the role.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by including specific examples of challenges you've faced in previous roles and how you overcame them. This will show your potential employer that you can handle patient concerns effectively.
How to prepare for a job interview at Smile White
✨Showcase Your Sales Experience
Make sure to highlight your previous sales experience during the interview. Discuss specific examples where you successfully retained customers or closed deals, as this will demonstrate your ability to meet the expectations of the Retention Specialist role.
✨Demonstrate Empathy and Understanding
Since you'll be dealing with patients who may be anxious about their dental treatments, it's crucial to convey your ability to empathise with their concerns. Prepare to share instances where you've effectively handled objections or difficult conversations in a calm and supportive manner.
✨Familiarise Yourself with CRM Systems
While previous experience with CRM systems isn't essential, showing that you understand how they work can set you apart. Brush up on common CRM functionalities and be ready to discuss how you would use such tools to maintain accurate patient records and track cancellations.
✨Prepare Questions for the Interviewers
Having thoughtful questions prepared shows your genuine interest in the role and the company. Ask about the team dynamics, training opportunities, or how success is measured in the position. This not only helps you gauge if the role is right for you but also leaves a positive impression.
