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 make 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 effectively to 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.
- Use automated information systems to analyze the customer's
- 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
- 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, and 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 or Daily tracking sheets, the AS400
system and 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
- Understand and adhere to company and departmental policies and
procedures, including safety and security measures.
- 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.
- Demonstrate the highest level of professionalism, personal
accountability and follow-through at all times.
- Make outgoing calls to dentists and staff to follow-up on case
satisfaction, introduction of new lab products, and services.
Additional Duties and Responsibilities include the following.
Other duties may be assigned.
- Provide quality service and support in a variety of areas
including, but not limited to: billing, reviewing orders, and
- Other tasks as needed throughout the Lab to assist with
This position has no supervisory responsibilities.
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.
To perform this job successfully, an individual must be able to
perform each essential duty satisfactorily. The requirements listed
below are representative of the knowledge, skills and/or abilities
required. Reasonable accommodations may be made to enable
individuals with disabilities to perform the described
Ability to read and interpret policy and procedure manuals,
technical procedures, or governmental regulations. Ability to
respond effectively to inquiries or complaints and to write notes
or recurring reports. Ability to respond to questions from
management, customers, and other employees of the organization.
Ability to add, subtract, multiply, and divide and to perform
these operations using whole numbers, common fractions, and
Ability to learn and use word processing, spreadsheet, and
database applications and other software.
Certificates, Licenses, Registrations
Certified Dental Assistant (CDA) preferred.
Knowledge, Skills, and Abilities
Knowledge of medical device manufacturing or a related
Skill in demonstrating a professional phone manner.
Skill in performing as a team player.
Ability to learn and demonstrate understanding of dental
Ability to coordinate and synchronize multiple projects and
maintain consistency and quality of documentation in a fast-paced
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
Ability to function in a controlled environment regulated under
domestic and international regulations and handle extremely
Ability to use MSWord and Excel, AS400, LabTrac and various
other office equipment such as printer, copier, fax, 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