Job description
Dental Customer Support
Schedule: 9am to 5:30pm
Job overview:
Provide support on medical care products and corresponding techniques/processes to external customers and internal operating departments. Provide customer service via phone, email, fax, written communication, and in person during regular business hours as determined by supervisor/manager and/or the Company.
Responsibilities:
Required:
Schedule: 9am to 5:30pm
Job overview:
Provide support on medical care products and corresponding techniques/processes to external customers and internal operating departments. Provide customer service via phone, email, fax, written communication, and in person during regular business hours as determined by supervisor/manager and/or the Company.
Responsibilities:
- Ensures that appropriate customer information is current and accurate.
- Asking follow up questions to customers to ensure accuracy as well as taking the opportunity to upsell.
- Document product complaints in accordance with company guidelines for FDA Regulations.
- Work with the sales force and customers to analyze problems and provide thoughtful, workable solutions to each issues.
- Maintain an optimal level of technical product knowledge, service offerings, database information, etc. in order to provide accurate and professional answers in a variety of situations to a variety of customers.
- Work with members of a various production process departments to provide customers and field personnel with accurate product and service, in order to optimize customer experience.
- Work closely with Production Department to ensure timely delivery of all orders, as well as checking order status, etc.
- Maintain call volume and call quality as indicated by specific department metrics.
- Perform other duties as assigned.
Required:
- HS diploma. 2+ years of college preferred – Business and/or Life Science.
- Previous chair-side surgical, dental office, laboratory and/or restorative practice experience preferred.
- 2 years or more of experience in customer service in a manufacturing environment.
- Work experience in a call center in a corporate environment preferred.
- Functional/technical competencies specific to the role and required to perform the role.
- Must have 3+ years of Microsoft Office (Excel is primary focus), SAP, SalesForce.com and other data entry applications preferred.
- Typing speed of 30 wpm.
- Medical Device/ dental implant products knowledge a plus.
- Ability to perform basic business math skills as it relates to business calculations.
- Must be an active listener with an ability to effectively articulate both verbally and written to customers, doctors and management.
- Must be flexible, organized and be extremely detail oriented.
- Ability to effectively multi-task in a fast-paced corporate environment.
- Must possess a professional demeanor and an overall positive attitude.
- Have an innate customer service mentality and understand that our customers come first.
- Ability to work under pressure and maintain composure with little supervision.
- It is critical that this role functions well in a team environment and is willing and able to fill in for others in the department.
- Ability to withstand long periods of time on telephone and in front of computer monitor.
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