Customer Service

We're searching for a driven, highly detail-oriented Customer Service & Shipping Representative to orchestrate the smooth flow of every case through the lab. This role goes beyond creating an exceptional first impression to becoming a critical point of contact for doctors and their teams, ensuring a seamless, high-accuracy client experience that directly impacts our production efficiency.

Our ideal candidate is able to multi-task and quickly shift priorities, and thrives on managing high-volume, high-stakes tasks with precision and speed. If you excel at detail-oriented work, enjoy the challenge of a fast-paced team environment, and are looking to build a career in a high-tech, growth focused setting, this opportunity is for you

Essential Responsibilities:

• Provides exceptional customer service to clients via phone, email, and text to provide support and information on cases
• Efficiently triage and resolve customer questions and complaints, acting as the first line problem solver before escalating to specialists.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Accurately enters, tracks, and schedules new and returned dental cases into the specialized laboratory management software (LMS).
• Maintains case logs and ensures all digital records are up to date and complete
• Processes incoming and outgoing cases, including sorting, logging, packaging and preparing shipping labels
• Ensures accuracy and tracking of all materials being shipped and received
• Execute financial administration tasks, including timely and accurate invoicing for all cases and services.

Qualifications/Skills:

• Minimum 1-3 years experience in a high-volume administrative, logistics or customer service role, required
• Technology-Driven: Highly proficient with Microsoft Office/G-Suite and adept at rapidly mastering new systems.
• Exceptional Prioritization: Demonstrated ability to manage competing deadlines and juggle multiple urgent tasks simultaneously in a high-volume environment.
• Team-Centric Autonomy: Proven capacity to both take ownership of individual tasks and seamlessly integrate into collaborative team workflows.
• Meticulous Accuracy: Uncompromising attention to detail, essential for flawless case entry and logistics tracking.
• Proactive Problem-Solver: Possesses the judgment to independently resolve routine issues and the communication skills to flag and address complex challenges with the team.

About Hybridge

Hybridge Dental Laboratory, founded in 2007 and located in Rochester, NY, is one of the fastest growing medical technology companies in the country, and a true innovator in full arch dentistry. The combination of our streamlined digital full arch clinical protocols, supported by our specialized full arch laboratory, supports doctors from all over the country to provide life changing treatment to their patients.

The Hybridge team comes from varying diverse backgrounds and prides itself on its fun, creative family-like environment with an excellent compensation/benefits package.

If you are a highly motivated individual looking to join an amazing team of professionals, who pride themselves on being the best of the best, come be a part of this cutting edge, innovative team.

Why work at Hybridge?

• Medical, Dental, & Vision Insurance
• Paid Time Off, Sick Time, & Paid holidays
• 401K & Company Profit Sharing
• Short-Term & Long-Term Disability Insurance
• Flexible Spending Account
• Fun, welcoming community

Hybridge, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Job Type: Full-time

Pay: $ $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person