Client Support Representative

Position Summary

The Client Support Representative is responsible for providing exceptional support to dental offices by managing inquiries, resolving issues, and ensuring a positive customer experience throughout the case lifecycle. This role serves as a primary point of contact for clients, supporting case status updates, order questions, billing inquiries, and issue resolution while maintaining strong relationships and service standards aligned with GCDL, LLC values.

Key Responsibilities & Essential Functions

• Client Support & Communication

• Serve as the primary point of contact for dental offices via phone, email, and internal systems.

• Respond promptly and professionally to inquiries regarding case status, turnaround times, products, pricing, and delivery.

• Proactively communicate delays, issues, or changes to dental offices and internal teams.

• Document all customer interactions accurately in internal systems.

Communication & Issue Resolution

• Collaborate with Case Entry, Production, and Technical teams to resolve case-related issues.

• Identify, troubleshoot, and escalate high-risk or urgent customer concerns using established guidelines.

• Ensure issues are resolved efficiently to minimize remakes, delays, or dissatisfaction.

Order Management & Documentation

• Review case details to answer customer questions accurately.

• Update customer notes, preferences, and communication logs in Magic Touch or related systems.

• Assist with order modifications, rush requests, and special instructions.

• General Administrative Support

• Assist with general office tasks such as answering phones.

• Support Customer Care leadership with reporting, follow-ups, and administrative needs.

Quality & Performance Expectations

• Maintain high standards of professionalism, accuracy, and responsiveness.

• Demonstrate strong listening skills and empathy when handling customer concerns.

• Consistently meet service-level expectations for response time and resolution.

Required Qualifications

• High School Diploma or equivalent.

• Dental Assisting or Dental Lab experience strongly preferred with strong knowledge of clinical dentistry, dental terminology, and office-lan workflow.

• 2 years of experience in customer service, healthcare, dental office support, or related field.

• Strong computer proficiency and comfort learning lab systems (Magic Touch experience is a plus).

• Keyboarding: Touch-typing / 1o-finger typing; able to maintain speed (50WPM) and accuracy (95%) in a high-volume data-entry role is essential.

• Excellent verbal and written communication skills.

• Excellent attention to detail, accuracy, and organization.

• Professional communication skills (phone and email) and ability to resolve missing/unclear information with dental offices.

Preferred Qualifications

• Dental Assisting or Dental Lab experience

• Strong knowledge of clinical dentistry and office-lab workflow.

• Familiarity with dental terminology, prescriptions/Rx, impressions, and digital scans/files.

• Experience handling high-volume inbound calls or emails.

Core Competencies

• Accuracy, consistency, and follow-through

• Prioritization and speed with quality

• Calm, solution-oriented communication

• Teamwork across Customer Care and Production

• Continuous improvement mindset

• Critical thinking skills

Work Environment & Physical Requirements

• Full-time, on-site in Prospect Heights; early huddles and occasional off-shift coverage.

• Work is performed in a dental laboratory/office environment.

• No travel required.

• Ability to sit/stand for extended periods and perform repetitive computer work and occasionally lift/move packages/cases (within reasonable limits).

Tools & Platforms

• Computer

• Magic Touch Software

• Phone and email systems

Compensation & Benefits

• Competitive salary and benefits package (commensurate with experience).

Pre-Employment Screening

• Employment may be contingent upon successful completion of background verification and other pre-employment requirements permitted by law.

EEO Statement

GCDL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Disclaimer

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Responsibilities may change based on business needs.