Consumer Care Representative - Align

Join a team that is changing millions of lives. 

Transforming smiles, changing lives. 

At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our diverse and collaborative teams are constantly pushing the boundaries of what’s possible. 

Ready to join us?

About this opportunity 

Align Technology, Inc., the makers of Invisalign® Brand Clear Aligners, is seeking a customer service professional to join a dynamic and growing team.

If you have the natural ability for and experience in customer service, and you enjoy working with others, we would love to speak with you about our world class Consumer Care team, As a Consumer Care Representative, you will exercise your skills in delivering clear communication; provide end-to-end service for consumers, patients, and doctors; offer feedback for resolving issues; and be part of a key team that is essential to the business. Agility and adaptability are prized here, so if you enjoy being a part of connecting the dots rather than having the finished picture handed to you, this may be the place for you!

This is a hybrid role based out of the Raleigh, NC or San Jose, CA office. This position requires in-office attendance Tuesday-Thursday (9 am-6 pm EDT or 6 am-3 pm PDT).

In this role, you will… 

• Support, document, track, and resolve complaints and inquiries from consumers
• Represent the company by serving as a primary contact for consumer concerns.
• Possess quick exceptional judgment and use empowered conversations and decision-making to resolve issues for consumers and doctors.
• Troubleshoot end-to-end and partner with internal and external contacts to find resolution.
• Identify and suggest ways to better support consumers, dentists, orthodontists, and business partners.
• Collaborate and communicate effectively with internal and external teams to obtain information needed to close issues.
• Consistently meet/exceed set quality and productivity metrics.
• Adapt to changing departmental or job responsibilities as processes are developed or expanded.
• Perform other duties as assigned

In this role, you’ll need … 

• 2+ years in a call center type environment
• 2+ years of excellent telephone skills demonstrated through clear, concise, and professional communication
• Strong working knowledge of MS Office applications, including Outlook, Word, and Excel.
• Efficiency with data entry, with emphasis on timeliness, relevance, and accuracy.
• Ability to use skillful questioning to draw out the root of the issue, using clarifying follow up questions as needed.
• Ability to anticipate the implications and consequences of situations and take appropriate action to be prepared for possible contingencies.
• Strong organizational skills, with great attention to detail and follow through to resolve any outstanding issues.
• Understanding of brand identity and brand advocacy.
• Ability to be a proactive information-seeker who requests coaching when needed and competently applies learned processes.
• Ability to work both independently and within a team environment with equal comfort and delivery of effective results.
• Bachelor’s degree or related experience preferred.
• Bi-lingual in French or Spanish strongly desired

Sound like a good fit?    

Great! Click the "Apply" link to let us know you are interested. Not the right fit? Don’t worry, Align is quickly growing so we are creating more opportunities to expand our Align family. Please consider joining our Talent Network to receive notifications about future jobs or sharing this opportunity with others in your network.     

About Align   

Align Technology is a publicly traded medical device company that is transforming smiles and changing lives. Our global team of talented employees develop innovative technology, tools and treatment options to help dental professionals worldwide achieve the clinical results they expect. Our digital ecosystem combines the power of technology to create beautiful smiles through the integration of AI and machine learning, digital imaging and visualization, biomechanics and material science to develop the Invisalign system, the most advanced clear aligner system in the world; iTero Intraoral Scanners and OrthoCAD digital services. Did you know? Align is the world’s largest manufacturer of custom 3D-printed materials.    

By joining Align, you will be part of a global, fast-growing company in one of the most dynamic industries. Great people, innovative technologies, and meaningful work – these are just some of the things employees say make Align Technology a great place to work.    

We respect your privacy. Please review our Applicant Privacy Policies for additional information.   

Global Diversity Statement:

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we will continue building a workforce of diverse cultural backgrounds and life experiences and fostering a culture of open-mindedness and compassion for all our employees. We live our company values by promoting healthy people and healthy communities. All with the intent of changing millions of lives, one unique smile at a time.

Equal Opportunity Statement

It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category. Applicants for positions with Align must be legally authorized to work in the country which they are applying for and verification of employment eligibility will be required as a condition of hire.

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