Join National Dentex - a leading healthcare organization specializing in the dental industry! We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need.
Currently, we have 50 labs throughout the country. We are seeking to fill a number of key positions within our organization including this opportunity at NDX nSequence in Reno, NV, for a full time Customer Service Representative.
The regular hours for this position are 6 : 30 to 5 : 30 , Monday through Thursday, and subject to change from time to time.
This is a full-time position featuring employee benefits including : health, dental, vision, disability, and life insurance;
paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!
Primary Responsibilities and Essential Functions of the Position :
- Answer inbound calls Schedule shipping pickupsResearch case statusResolve case concernsEscalate Customer concerns as needed
- Input case updates / requests into the dental lab management software Minor adjustmentsShade updatesAnswering LAB communication and removing holdsCapture doctor preferences on inbound callModify cases within dental lab management software
- Modify cases Schedule RUSH casesUpdate due datesUpdate shipping method
- Payment Processing Receiving or calling for credit card paymentsSend out invoices / statements as requested by customerPosting payments to customer’s account in lab softwareIssue credit based on preset limits
- Make outbound calls from assigned queues
- Thoroughly answer customer inquiries or questions that may arise
- Answer product FAQ’s
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem;
expediting correction or adjustment; following up to ensure resolution
Determine when to forward calls to the appropriate level of management
Skills and Abilities Required :
- Strong verbal and written communication skills
- Strong computer skills MS Office - Excel, Word, Outlook
- Detail-oriented ability to manage multiple projects / assignments at one time
- Dependable, Team Player
- Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasks
- Ability to deal with angry or frustrated customers, or customers who may not fully understand their situation
- Ability to serve a constant stream of customers at all times of day and evening
- Ability to solve customer problems
Competencies
- Patience
- Attentiveness
- Clear communication skills
- Knowledge of the Product
- Ability to use positive language
- Time management skills
- Ability to read’ customers
- A calming presence
- Ability to handle surprises
- Persuasion skills
- Empathy
- Willingness to learn
- Ability to Admit You Don’t Have the Answer
Minimum Education and Experience Required :
- High school diploma or GED
- 2+ years of inbound Call Center experience
Hazardous Materials or Equipment Used :
- All Office Equipment
- Potential Exposure to Bloodborne Pathogens
Physical Requirements :
- Works in an office environment, with good ventilation and normal noise levels from office equipment.
- May have long periods of sitting at desk and high volume phone calls.
- Regular need to write or use a keyboard to communicate through written means.
- Some lifting between 5 to 20 lbs. may be required.