Dental Lab

At Great Lakes Dental Technologies, we care about our employees, the people we do business with, and our community. We’ve been named one of Western New York’s Top Places to Work in 2023 and 2024 by the Buffalo News, Best Place to Work 2024 by Buffalo Business First, and were awarded the Buffalo Niagara Business Ethics Award for 2016. We’re a diverse group who works hard but understands the importance of work-life balance. As an employee-owned company, we strive to do the right thing for our employees, for our customers, and for our community.

Title: Lab Customer Service Representative

Rate: $16.50-$18.00 hourly

Schedule: Full-Time, M-F 8:00 AM - 4:30 PM

Summary: Responsible for responding to and satisfying customer inquiries/complaints in order to retain and increase lab services/sales and educate customers on GLDT products and services.

• Receives, investigates and responds to laboratory services inquiries/complaints.
• Responds to case status inquiries and tracers.
• Processes credits, returns, and repairs inquiries.
• Responsible as needed for level 1 department technical call coverage and customer education including photo email communication. Technical assistance calls may include:
• Follow up on new accounts-gather customer information to be used in promotional campaign.
• Follow up on customer complaints to ensure customers are “delighted” with our resolutions.
• Checks customer addresses.
• Receives overflow headgear orders and web orders.
• Participates in special project call campaigns such as headgear bi-annual specials.
• Performs cancel and trash process.
• Makes due-date phone calls.
• Resolves unknown customer shelf issues.
• Makes level 1 policy calls such as defined by Manager.
• Reconciles UPS bills.
• Responds to web supply requests.
• Provides customer service assistance using approved techniques and tools:
  • Educates customers in using the GLDT website for case tracking, assessing literature, Rx’s or fliers and product or training class information.
  • Makes due-date calls (call, fax or email).
  • Verifies patient names.

Education and/or Experience:

• Associates Degree+ preferred

Minimum Requirement for this Job:

• One-year technical customer service and support experience helpful. Sales experience helpful.
• Orthodontic, dental or medical background helpful.

Other skills and Abilities:

• Strong verbal communication skills, telephone skills, and strong problem-solving skills.
• Dependability
• Ability to accept and promote diverse viewpoints.
• Typing and knowledge of Microsoft Word and the Internet helpful.

Reasoning Ability:

• Ability to apply common sense understanding to carry out detailed written and oral instructions.
• Ability to deal with problems involving several variables in standardized situations.
• Ability to review data, draw conclusions and make suggestions based on data.

Why join Great Lakes Dental Technologies?

• Established Legacy - Joining Great Lakes provides career advancement at a stable, industry-leading company that has grown from a 2-person lab in 1965 to a 210+ employee-owned organization.
• Employee Ownership - At Great Lakes, employee ownership means that each team member has a stake in the company's success, fostering a sense of responsibility, collaboration, and commitment to our shared goals.
• Comprehensive Benefits – We provide an array of benefits that can help you enjoy increased well-being, deal with an unexpected illness or accident, build and protect your financial security, balance your personal and professional life and meet everyday needs.
• Wellness & Work-Life Balance - Enjoy an environment that promotes wellness events and a healthy work-life balance, ensuring a fulfilling and sustainable life and career.
• Diverse Opportunities - Find employment opportunities in various departments including laboratory, digital production, customer service, accounting, sales, marketing, warehouse, and shipping and receiving.
• Training and Innovation – Hands on training provides many opportunities to develop and enhance your skills to advance in your career.
• Community and Impact - Participate in various company-sponsored activities such as raffles for charity, fitness events, lunch and learns, craft nights, food trucks, company lunches, and outings.

Benefits:

• 401(k)
• Dental insurance
• Vision Insurance
• Employee Stock Ownership Plan
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• College scholarships
• Yearly bonus
• Annual wage increase

EEO/Disabilities/Veterans. Individuals with disabilities and protected veterans are encouraged to apply.