Customer Service Representative I

5 months ago


Manchester, United States NDX Full time

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 H&O Dental Lab Located in Manchester, NH, 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 phones in a timely manner
  • Process outgoing calls in a timely manner
  • Troubleshoot technical issues, including shade, material, poor impressions and missing items or information
  • Build solid relationships with staff members in customer offices, including participation in local, regional and state dental staff organizations
  • Analyze remakes by customer and ensure any issues are resolved
  • Perform cross-selling and sales calls
  • Magic Touch: delete doctors, update accounts, enter doctor preferences to maintain an accurate database
  • Schedule FedEx pickups when necessary and check FedEx tracking for individual offices
  • Submit new doctors to LMS
  • Responsible for Pricing
    • Manage price lists for ADL and IDA
    • Assist Accounting and Sales with pricing and pricing requests
    • Make decisions to either set up a new catalog or use an existing one
  • Manage and set up new accounts
  • Customer retention
  • All other duties as assigned
Skills and Abilities Required:
  • Must be able to read, write, speak and understand English
  • Must have computer skills including typing and familiarity with Microsoft Office products
  • Verbally communicate via telephone-maintaining a positive demeanor
  • Verbally communicate with all levels of staff-maintaining a positive demeanor
  • Takes initiative
  • Listening Skills
  • Attention to detail and accuracy
Minimum Education and Experience Required:
  • Preferred: High school diploma or GED equivalent
  • Preferred: Minimum 5 years of experience in a dental environment or call center


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