Customer Care Representative

Company Conformance Statements

In the performance of their respective tasks and duties all employees are expected to conform to the following:

• Perform quality work within deadlines with or without direct supervision
• Interact professionally with other employees, customers and suppliers
• Work effectively as a team contributor on all assignments
• Work independently while understanding the necessity for communicating and coordination work efforts with other employees and organizations

Position Purpose/Overview

To provide superior service to customers over the phone dedicated to resolving general case issues. This position will work via phone and computer answering incoming calls, email requests, making outbound calls to ensure case issues or discrepancies between prescription and impression are resolved in order to ensure the highest quality case outcomes. Additionally, this position will respond to general customer inquiries about products, services, billing and shipping.

Responsibilities/Duties/Functions/Tasks

• Deliver a high standard of service by promptly answering all incoming calls and making outbound calls to customers.
• Review problem list to resolve case issues and provide clarification to the OEM
• Assist Dental Technicians with follow-up calls needed to ensure high quality case outcomes.
• Ensure cases issues are resolved within expected timeframe and customers receive follow-up calls as needed to achieve turnaround time expectations.
• Ensure cases are placed on hold for additional follow-up and clear cases from hold when available.
• Provide accurate, polite and prompt assistance and advice to customers.
• Be responsive and courteous to customers and customer complaints. Filter and communicate issues of concern to the Customer Service Director, a Dental Technicians or a Technical Manager.
• Monitor and respond to emails within a timely manner.
• Ensure that all information is written and documented in all customer and case management systems.
• Follow established call scripts and guidelines for case resolution.
• Assist with the general Customer Service call queue and operations during down time. (data entry, billing, shipping & receiving)
• All other duties as required and assigned.
• Able to project a positive, confident tone to doctors.
• Critical thinking and problem-solving skills.
• Communicate both professionally and effectively on the phone or in email to ensure cooperation and teamwork between the customer and lab.
• Computer skills including internet maneuverability, Word, Excel & Outlook.
• Basic organizational and clerical skills required.

Qualifications (Experience, Education, Licensure, Certification)

• Minimum of 3 years customer service experience required.
• Experience in a high volume of incoming/ outgoing phone calls.
• Experience working in a fast paced and goal-oriented environment.
• Experience with computers and Microsoft systems preferred.