About the role
Description
As a Customer Success Specialist, your main job is to communicate with customers over the phone and through email. It’s important to stay professional, patient, and positive while accurately sharing information about our products and services. You’ll help customers by answering questions about their orders and technical issues, resolving problems, attracting new customers, and promoting our products. You will report directly to the Customer Success Lead.
In this
business-to-business customer service
role, you’ll communicate with dental practices by phone and email to answer questions about our appliances, assist with orders, case tracking, take payments, and provide product information. Your understanding of dental terminology, workflows, and appliances, along with your great attention to detail, will help you deliver exceptional service while building strong relationships with our customers.
If you are highly energetic and enjoy helping others, solving problems, and working in an office environment, this role allows you to stay connected to the dental field while growing your career in a new direction with a dental lab.
Schedule:
Monday–Friday, 8:00 AM to 5:00 PM
Requirements
MINIMUM QUALIFICATIONS
High school diploma, GED equivalency, or currently enrolled
Ability to read, write, speak, and understand English fluently; Spanish speaking is a plus
Dental lab terminology knowledge preferred
Highly motivated, well-organized individual who requires minimal direct supervision
Must possess a positive attitude and work well in a team environment
Excellent attention to detail and ability to work quickly with minimal errors
Strong people skills, clear speech, good grammar, and pleasant phone presence
Good at multi-tasking and working with interruptions while maintaining accuracy
Customer service experience utilizing telephone and email correspondence
Ability to operate multiple line phone system, copier, and scanner
Strong computer skills and understanding of computer networks
MS Office experience required
Ability to sit for extended periods
Ability to walk and carry parts, materials, etc. between departments
COMPETENCY REQUIREMENTS/JOB DUTIES
Reliable and consistent attendance and punctuality
Answer customer calls in a professional and timely manner while routing calls to appropriate department/personnel as needed
Provide friendly, accurate, and solution-focused customer support
Respond to customer questions regarding cases, timelines, pickups, deliveries, and general lab processes.
Maintain a high level of professionalism with doctors, office staff, and internal departments.
Follow up with customers when additional information or resolution is needed.
Assist customers with case status updates.
Help identify missing information, unclear instructions, or case concerns.
Communicate customer needs clearly to the proper department.
Ensure customer communication is documented properly
Help improve the overall customer experience.
Identify recurring customer concerns and communicate them to leadership.
Take ownership of customer issues until they are resolved or properly handed off.
Work closely with production, shipping, invoicing, order entry, QC, and clinical specialists.
Help ensure information is passed clearly between customers and lab departments.
Open and maintain customer accounts by recording account information
Manage lab cases that have been placed on hold due to missing information
Receive and process customer payments as needed
Ability to remain calm, courteous, and professional when dealing with all types of people
Safeguard and protect the confidentiality of company and patient information as defined by the company’s Confidentiality Agreement
Follow all safety requirements and wear appropriate PPE as required
Understand how one’s performance can impact the success of the organization and product quality
BENEFITS AVAILABLE INCLUDE: Medical, Dental, and Vision Insurance (after 90 days) Short-term & Long-Term Disability (after 90 days) AD&D and Life Insurance Policies (after 90 days) Paid Vacation (after 1 year) 8 Paid Company Holidays (after 90 days) 401(k) with company match EQUAL OPPORTUNITY EMPLOYER