Customer Service Representative
2 weeks ago
Description
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 WCDL in Hawthorne, CA for a full time Customer Service Representative.
The regular hours for this position are 8:00 a.m. to 5:00 p.m., Monday through Friday, 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 pickups
Research case status
Resolve case concerns
Escalate Customer concerns as needed
Input case updates/requests into the dental lab management software
Minor adjustments
Shade updates
Answering LAB communication and removing holds
Capture doctor preferences on inbound call
Modify cases within dental lab management software
Modify cases
Schedule RUSH cases
Update due dates
Update shipping method
Payment Processing
Receiving or calling for credit card payments
Send out invoices/statements as requested by customer
Posting payments to customers account in lab software
Issue credit based on preset limits
Make outbound calls from assigned queues
Thoroughly answer customer inquiries or questions that may arise
Answer product FAQs
Resolve product or service problems by clarifying the customers 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 Dont 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.
Qualifications
Education
Required
- High School or Equivalent or better
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