Customer Success Representative

Company Overview

Pan-Am Dental Laboratory is a full-service dental laboratory that partners with dental professionals to design and fabricate a wide range of dental restorations and appliances. With a focus on quality, consistency and clinical accuracy, Pan-Am Prides itself with Happy patients and happy business partners.  Headquartered in Savannah, GA, Pan-Am Has two additional locations in Houston, TX and Sandy, UT – allowing us to serve a base of clients covering the entire country.

Position Summary

The Customer Success Representative ensures that Pan-Am Dental customers receive outstanding day-to-day support and an exceptional experience at every stage – from onboarding to long-term partnership.  This role combines customer service, sales support, and relationship management to drive satisfaction, retention and growth.  The Customer Success Representative is the voice of the customer inside the lab and plays a key role in maintaining Pan-Am’s reputation for precision, speed, and service excellence

Key Responsibilities

• Serve as main contact for assigned accounts
• Respond to inquiries regarding case status, pricing, billing and product information
• Coordinate with internal teams to resolve issues and ensure timely, accurate case completion
• Record and manage interactions in CRM and case management systems (Magic Touch,iCortica, or similar)
• Manage cases on hold including proactive follow-ups and clearing cases as appropriate
• Make outbound calls to current and prospective dental offices to promote Brand Products and services
• Identify cross-sell and upsell opportunities
• Support Customer Success manager with campaigns to drive customer adoption and revenue
• Provide customer feedback for improved workflow, service standards and product offerings

Qualifications & Requirements

• 2 years of experience in sutomer service or inside sales
• Dental or healthcare experience preferred but not required
• Excellent communication, listening and problem-solving skills
• Strong organizational and multitasking abilities in fast paced environment
• Knowledge of Dental lab processed and terminology preferred but not required
• Experience with CRM and case management software
• High attention to detail

Compensation & Benefits

• 401(k) with company matching
• Competitive pay that includes base pay and bonus structure
• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off (PTO)
• Ongoing training and professional development opportunities

Pan-Am is an affiliate company of Catalis Dental Lab Partners.  If you are interested in learning more about this opportunity and the other Brands under the Catalis Network, you can find us at catalislabs.com.  At Pan-Am Dental Lab, you are not just joining a Team, you are joining a family, Let’s start building some smiles together.

Pan-Am is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.