Job Details
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 nSequence in Reno, NV, for a full time Customer Service Representative.
The regular hours for this position are 6:30 a.m. to 5:30 p.m., Monday through Thursday, 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 customer's 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 FAQ's
- Resolve product or service problems by clarifying the customer's 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 Don't 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.