VIP Support Specialist

Remote (United States)

Job Details

Employment Type: Full-Time

Compensation: $20.00 – $22.00 per hour

About the Role

The VIP Support Specialist provides dedicated operational and account support to executive-level client accounts. This position manages day-to-day account requests, serves as a primary point of contact, and works to ensure client inquiries are resolved accurately and on time.

The role combines client support, troubleshooting, account management, and cross-functional coordination to provide a consistent, high-touch experience for strategic client relationships. The position directly supports client satisfaction and retention while helping identify account concerns that may require additional attention.

What You’ll Do

• Provide personalized, high-quality support to executive-level clients.
• Respond to incoming calls, emails, and assigned cases efficiently while addressing client needs and concerns.
• Serve as a primary point of contact for assigned executive accounts.
• Document all client interactions accurately within the Salesforce case management system.
• Troubleshoot support issues and work toward timely, effective resolutions.
• Provide individualized assistance to clients through multiple channels, including phone and email.
• Conduct research related to incoming client inquiries and complete necessary follow-up.
• Manage assigned cases while meeting established productivity, accuracy, and turnaround-time standards.
• Follow established case management, round-robin assignment, and internal escalation procedures.
• Build direct working relationships with executive accounts and resolve inquiries while minimizing unnecessary escalations.
• Identify potential account risks and communicate concerns to leadership to support early intervention.
• Work closely with internal departments to provide a seamless client experience and resolve cross-functional issues.
• Understand client needs and expectations and provide support within established service standards.
• Maintain the professional knowledge and skills necessary to communicate information about additional available services.
• Establish and maintain effective working relationships with colleagues and stakeholders within and outside the department.
• Meet or exceed applicable company and department goals, policies, performance expectations, and attendance requirements.
• Complete other duties as assigned.

Qualifications

• High school diploma or GED required; college degree preferred.
• At least 1 year of professional customer service experience required.
• At least 1 year of experience in the dental industry required.
• At least 6 months of experience managing key accounts preferred.
• Strong organizational skills with the ability to meet deadlines within required time frames.
• Proficiency with Microsoft Office applications and internet-based tools.
• Strong Microsoft Excel skills, including the ability to develop reports and manipulate data.
• Ability to work independently and complete responsibilities with limited supervision.
• Ability to collaborate effectively with other team members.
• Strong verbal, written, interpersonal, and client communication skills.
• Ability to multitask accurately in a fast-paced work environment.
• Working knowledge of relevant technical and procedural functions.
• Strong practical problem-solving skills, including the ability to work through situations with limited standardization.

First Six Months

• Develop full proficiency in case management, round-robin assignment procedures, and internal escalation processes.
• Independently manage a full caseload while meeting established productivity, accuracy, and turnaround-time standards.
• Establish effective working relationships with executive accounts and resolve inquiries efficiently.
• Identify and communicate potential account risks to leadership to support early intervention.

Career Growth

As the role develops, increased technical expertise and account management experience can provide a foundation for pursuing broader opportunities within the organization.

Benefits

• Medical, dental, and vision benefits, with eligibility beginning on the first day of the month following the start date.
• Unlimited paid time off.
• Paid time off for sick leave, jury duty, and bereavement.
• 10 company-paid holidays.
• 401(k) plan with company match.
• Health Advocate support.
• Healthcare and dependent care flexible spending accounts.
• Career growth opportunities.
• Collaborative and positive work environment.