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Dental Lab Customer Care Representative

Company: Den-Mat Holdings
Location: Lompoc
Posted on: June 9, 2021

Job Description:

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 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 situation.
  • 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, 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 resolution times.
  • 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 system troubleshooting.
  • Other tasks as needed throughout the Lab to assist with production.

Supervisory Responsibilities

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.

Qualifications

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 functions.

Language Skills

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.

Mathematical Skills

Ability to add, subtract, multiply, and divide and to perform these operations using whole numbers, common fractions, and decimals.

Computer Skills

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 field.

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 function in a controlled environment regulated under domestic and international regulations and handle extremely confidential data.

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 noisy.

Keywords: Den-Mat Holdings, Lompoc , Dental Lab Customer Care Representative, Other , Lompoc, California

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