Customer Service Representative

4 weeks ago

Pensacola, Florida, United States Dentsply Sirona Full time
Job Summary

As a Customer Service Representative at Dentsply Sirona, you will be responsible for processing orders, handling customer complaints, and servicing requests in a professional and expedient manner. You will work under general supervision and perform related work as required.

Key Responsibilities
  • Receive and research customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, and services offered.
  • Process orders, including payments, handle escalated issues, track shipments, and invoice explanations.
  • Complete insurance preauthorizations and verifications as needed.
  • Evaluate information to determine if feedback constitutes a complaint.
  • Relate relevant insurance coverage information to end users.
  • Complete the triangle of communication between end users, referral sources, and sales representatives.
  • Guide complaint resolution to ensure proper and satisfactory closure.
  • May be responsible for reviewing, documenting, logging, maintaining, and/or initiating investigations for potentially serious complaints.
  • Process literature and lead requests as received from customers or field force representatives.
  • Contact new end users with relevant information about their prescriptions and order fulfillment.
  • Research customer inquiries and assure satisfactory completion.
  • Track customer orders as requested.
  • Acknowledge customer purchase orders.
  • Interface in a professional manner with internal and external customers via phone, fax, email, mail, and in person.
Requirements
  • High School Diploma required; Associates or Bachelor's degree preferred.
  • 1+ years of customer service experience analyzing and solving customer problems.
  • Proficiency in Microsoft products.
  • High level capacity to multitask independently and on a computer.
  • Knowledge of Medical Terminology a plus.
  • DME (Durable Medical Equipment) customer service or billing experience a plus.
Key Skills
  • Strong written and oral communication skills; polished professional image.
  • High level of proficiency with MS Office, including Outlook, Excel, Word, and PowerPoint.
  • Claims submittal and posting experience by both local and national insurance plans.
  • Ability to maintain composure in difficult situations and relate well with others.
  • Ability to solve practical problems.
  • Well organized and able to communicate effectively to all levels of customers.
  • Attention to detail, demonstration of initiative and creativity, and a willingness and aptitude for managing new projects.
  • Juggles multiple priorities with a positive attitude and the ability to solve problems independently.
  • Analytical thinker and possesses the ability to seek out areas for improvement and offer solutions.
  • Solid working knowledge of Excel, Access, and Reporting Tools.
  • Self-starter and able to work independently with little direction.
  • Highly collaborative and good communication skills.
  • Must live within 1 hour of our company location in Pensacola, FL.

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