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Customer Care Representative-Dental Lab

Company: DenMat
Location: Lompoc
Posted on: December 26, 2018

Job Description:

Are you a solution-oriented individual that appreciates great customer service? If so, then please read on Objective Under general supervision, is responsible for maintaining a high level of customer satisfaction through positive customer interaction and problem resolution. Essential Duties and Responsibilities include the following. Other duties may be assigned. Handle incoming requests from customers and makes outbound calls as required in a positive and supportive manner to resolve customer issues, questions, and concerns including and not limited to: Case status, Concession Requests, product offerings, warranty questions, remake fee disputes, returns, coupon inquiries, and exception requests. Works to effectively ensure customer satisfaction; elevates escalated issues to supervisor for resolution. Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking. Maintain a balance between company policy and customer benefit in decision making. Handle issues in the best interest of both customer and company. Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience. Provide case and/or account related issues as requested by customer and sales representative or proactively as requested by management regarding estimated time of arrival, expedited shipment requests, tracking of packages. Handle warranty issues or questions upon request. Receive and monitor customer inquiries and disputes to ensure issue resolution and closed loop process. Log and track daily inquiries in Salesforce.com, Daily tracking sheets or LABTRAC as directed by management in order to track, trend and monitor customer inquiries and complaints and measure team's ability to meet goals and objectives tied to decreased issue resolution times. Effectively and efficiently address and resolve client complaints and manage credits based upon the situation. Maintain the highest level of quality in customer service while acting in a professional and courteous manner at all times. Encourage, promote and maintain strong customer relationships through a partnered approach with customers. Required Skills Knowledge, Skills, and Abilities Skill in demonstrating a professional phone manner Skill in performing as a team player Ability to learn and demonstrate understanding of dental terminology. Ability to coordinate and synchronize multiple projects and maintain consistency and quality of documentation in a fast-paced multi-task environment. Ability to communicate effectively, orally and in writing, with employees of various disciplines within various departments and all other internal and external contacts. Ability to demonstrate strong problem solving and analytical approach to all tasks. Ability to demonstrate strong commitment to cost containment as appropriate. Ability to use MSWord and Excel, LabTrac and various other office equipment such as printer, copier, fax, and 10-key. Physical Demands and Work Environment The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk; hear; sit; use hands to finger and handle; and use hands repetitively. The employee is occasionally required to stand; walk; and to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds. Normal 20/20 vision ability (with corrective lenses, if needed) is required by this position. The noise level in the work environment is moderately noisy. Required Experience Education and/or Experience Associates degree from two-year or vocational school plus two to three years related experience; or equivalent combination of education and experience. Job Location Lompoc, US-CA

Keywords: DenMat, Lompoc , Customer Care Representative-Dental Lab, Healthcare , Lompoc, California

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