Customer Service Representative, Institutions (Pittston, PA)

Pittston, PA Hybrid (2 days onsite)

Institutions Experience Specialist at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

Position Summary :

As the Institutions Experience Specialist, you will be responsible for receiving and responding to external and internal Institutional customer inquiries, issues, and orders; resolving issues / problems. Responsible for reviewing and preparing bids, quotes, and RFP's. Work with Universities / schools in preparation for kits or upcoming contracts.

Your Shift : Monday through Friday from 9 : 30AM - 6 : 00PM

Your Pay : Hourly rate of $18.00 per hour with the ability to increase to $19.00 per hour in 6 months

What's in it for YOU?

Excellent Compensation Packages

Medical, Dental and Vision Benefits Effective on Day 1

401k Package Effective on Day 1

Paid Time Off Program

Profit Sharing

Hybrid Work Schedule requiring two days onsite

Associate Discounts and Community Giveback Programs

College Tuition Savings Program

Caring Family Culture Toward all Associates

Certified as a FORTUNE Great Place to Work

Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups

Family owned for 90+ years

Do YOU Possess These Skills / Attributes?

Excellent customer service abilities. Customer Relationship Management (CRM) is a plus

Ability to communicate effectively and professionally

Excellent computer and telephone skills

Great attention to detail, cooperation and dependability

Do These Responsibilities Interest YOU?

Deliver courteous and professional support to internal and external customers via phone, fax, and email; maintain timely and accurate communication at all times.

Accurately process customer orders for merchandise, equipment, and student kits, including direct orders; coordinate with Purchasing and Warehouse teams to ensure timely and correct delivery.

Utilize CRM and other internal systems to document customer interactions, manage account updates, process credit card transactions, and track service issues, credits, and follow-ups.

Research and provide product and service information through vendor contacts or online resources; supply supporting documentation such as product literature, MSDS sheets, invoices, and statements.

Prepare and review bids, quotes, and RFPs in collaboration with the legal team to ensure compliance and accuracy.

Monitor order queues (e.g., suspended and administrative holds) and service levels, prioritizing tasks and calls appropriately to maintain performance goals.

Investigate and resolve customer complaints, billing issues, and credit requests; follow through to ensure customer satisfaction.

Effectively use internal databases (e.g., VOC, Sales / CS misc. docs) to log, retrieve, and apply information in line with company guidelines.

Communicate clearly and effectively with cross-functional teams using Microsoft Teams, Outlook, and CRM tools.

Attend vendor training sessions to stay informed on products and services; share knowledge with the team as needed.

Provide onboarding support, guidance, and mentorship to new team members in a positive and productive manner.

Keep management informed with accurate updates to support efficient decision-making and ensure customer needs are met.

Do YOU Meet These Requirements?

High School Diploma / GED

Technical Requirements- As this is a Remote / Work from Home Position :

Minimum 5mbps (5,000 kbps) Internet Speed.

Connection via Ethernet Cable (Avoid Wi-Fi)

Avoidance of other people using / sharing the same bandwidth connection while calls are taking place, especially concerning :

Streaming Multimedia content (4K / Full HD Movies)

Online gaming

Downloading large content (torrents)

Enabled recordings on any DVR / Set-up-Boxes

Who We Are : It's our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930-a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking "What does the customer want?"

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!

We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.