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Dental Assistant
3 months ago
Job Title : Customer Service Manager
Location : Hawthorne, CA 90250
Work Schedule : 6 am - 5:00 pm, Monday through Friday
Contract Duration : Direct Hire (Full 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
Responsibilities:
- Responsible for providing superior customer service and support including:
- New accounts and new to business unit in-person, or phone-call follow up.
- Client at risk review with sales and operational leadership and phone-call follow up.
- Lost Accounts review with sales and operational leadership and phone-call follow up.
- Review customer calls, objectives and results with sales and operational leadership team on a scheduled basis.
New accounts
New to Business Unit
Top accounts
Client-at-Risk accounts
Lost accounts
- Completely solve issues and problems requiring investigation and research in a timely manner that relate to remakes, services failures and relationship maintenance. Report progress and concerns in a timely manner and communicate to appropriate individuals.
- Obtain pertinent product and service information from customers and prospects, and convey to Sales, Department Managers, and General Manager and other internal operational departments as needed.
- Follow up on all customer complaints to ensure the issues identified are resolved to the customer’s satisfaction and use as an opportunity to coach team members.
- Evaluate incoming rework cases, communicate solutions with customers as well as internal technical teams, and make changes to Dr. preferences with department managers (as documented through Magic Touch) as required.
- Provide chair side clinical support to customers as required.
- Work with the management team and sales to keep attrition/churn at or below 4%.
- Evaluate and suggest new and innovative ways to support the customers internally and externally.
- Make recommendations for and/or facilitate training for customers, managers, team members, and customer service teams as required.
- Represent NDX Laboratories at various trade shows, dental conferences and study groups.
- Coordinate annual Certified Dental Lab (CDL) filing, and work with General Manager on lab maintenance of certification.
- Maintenance of Certified Dental Technician (CDT) designation in compliance with NDX CDT program policy.
- LAMA Coach to facilitate effective lab wide customer service.
- Provide back-up removable technician and final QC of removable and fixed cases as needed.
- Provide back-up technical communications support for customers, managers, and team members that ensures adherence to company standards and procedures as well as customer preferences and expectations.
- All other duties as assigned.
Education/Experience:
- High school diploma or GED equivalent
- Minimum 2 years of management experience; preferably in a manufacturing environment.
- Minimum 2 years customer service experience, preferred.
