Team Lead - Call Center - Implant Arch

Essential Functions

• Coordinates and performs a range of department support activities; serves as a liaison between other divisions/departments.
• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM.
• Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner.
• Complies with customer service policies and procedures and call center operational standards.
• Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
• Assists customers in problem solving, planning, development, and execution of stated goals and objectives.
• Ensures customer retention and satisfaction.
• Evaluates each case thoroughly and advises doctors on which product is best for the particular case.
• Makes outbound calls on cases that need assistance.
• Maintains a day to day professional relationship with dental technicians and managers.
• Follows-up on specific requests made by doctors on particular cases.
  
  Seeks advice and input from the manager when needed.
• Maintains ACD availability minimum of 80%.
• Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner.
• Ensures customer retention and satisfaction.
• Establishes positive working relationships with internal and external customers.
• Trains new Technical Advisors.
• Provides and receives feedback, acknowledges contributions, and shares alternatives in situations for development. Trains and coaches staff to consistently meet or exceed customer needs and enhance quality customer relations.
• Encourages staff to educate and inform customers on products and services.
• Effectively guides interactions by setting a purpose, asking for and providing clarification and facilitating agreement to reach objectives.
• Performs other related duties and projects as business needs require at direction of management.

• High school diploma or equivalent.
• Bachelor’s degree, preferred.
• Minimum five (5) years of ACD experience and/or eight (8) years of customer service experience or five (5) years in dental background.

• RDA, DA, or CDT certifications preferred.

Pay Range: $26.00-$30.00/hr