We are seeking a Customer Service Representative for our Orthodontic division. This role will be hybrid remote eligible after a probationary period.
The Customer Service Representative will be responsible for taking incoming calls, processing orders, addressing issues related to orthodontic products, order inquiries and other concerns from our customer to their satisfaction. Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with each customer/caller. The successful candidate will be required to develop a comprehensive understanding of our Customer Service policies and know when issues need to be escalated to the proper sources for resolution.
Requirements
ESSENTIAL DUTIES and RESPONSIBILITIES: - Answer a high volume of direct customer phone calls.
- Accept verbal orders from direct customers and enter orders.
- Manage sales territory representative's needs.
- Handle inquiries regarding placing orders, invoicing and credits.
- Answer product questions requiring knowledge of the instructions for use and basic knowledge of orthodontic procedures.
- Enter Return Authorizations, issue UPS call tags.
- Enter complaints into Salesforce Database.
- Process literature requests.
- Manage open orders.
- Special projects as requested by Manager or Supervisor.
- Handle technical questions from dental/orthodontic professionals.
MINIMUM QUALIFICATIONS: - High School Diploma or equivalent
- Minimum 3-5 years' experience as chair-side Dental Assistant or equivalent or 3-5 years Customer Service experience
- Excellent verbal communication skills (diction, clarity, pronunciation, grammar)
- Detail oriented and organized
- Ability to work well in a team environment
- Good interpersonal and negotiation skills
- Must have proficient typing skills.
- Strong sense of professionalism and discretion required
- Must be able to work independently without close supervision
- Ability to handle multiple tasks with accuracy, prioritize effectively and meet deadlines
- Basic computer skills required
- Working knowledge of Microsoft Office products (Word, Excel, PowerPoint) and Outlook email required
- Use of copy machine, fax machine, and other general office equipment required
BENEFITS: - 401(k) through Fidelity and company matching 10%
- Dental insurance with Delta Dental PPO
- Health insurance BCBS Illinois PPO
- Health Savings Account
- Vision Insurance EyeMed
- Short-Term & Long-Term Disability
- Company Paid Life Insurance
- Accident Insurance
- Paid Vacation & Sick Days
- Holiday Pay (including an extra paid week off between Christmas & New Years)
- Annual Associate Holiday Party
- Annual Associate Golf Outing
- Holiday Bonus
- Education Reimbursement Program
Salary Description
$20.00 - $30.00