Lab Customer Service Rep (Temp to Perm)

Title: Lab Customer Service Rep (Temp to Perm)

Position Type: Temporary to possible regular, full-time

Hourly Pay Range: $18.50-$19.50

Join Our Team as a Laboratory Customer Service Representative!

Are you a customer-focused problem-solver who thrives on turning inquiries into positive experiences? In this role, you'll be the friendly, knowledgeable voice customers rely on for everything from lab case status updates to product education on our offerings. No dental lab experience? We're willing to train the right person who brings a genuine passion for helping others and a commitment to making every customer feel valued and delighted.

Summary: The Lab Customer Service Representative serves as a primary point of contact for laboratory customers by responding to inquiries, providing case status updates, resolving basic service concerns, supporting order and case-related processes, and educating customers on GLDT services, products, and online tools. This role helps ensure a positive customer experience through accurate communication, timely follow-up, and collaboration with internal laboratory and customer service teams.

• Responds to customer inquiries, concerns, and complaints related to laboratory services in a professional, timely, and accurate manner.
• Provides case status updates, responds to tracer requests, and follows up with customers regarding due dates, missing information, and unresolved case issues.
• Reviews and resolves basic customer service matters, including credits, returns, repairs, web supply requests, and case-related questions.
• Provides Level 1 technical customer support as needed, including basic appliance questions, upper/lower appliance clarification, opposing model requirements, DentaSoak usage and ordering, and requests for permission to add clasps, remount, or change clasps.
• Educates customers on GLDT products, services, website tools, case tracking, literature, prescriptions, flyers, and training class information.
• Follows up on customer complaints and service concerns to ensure timely resolution and a positive customer experience.
• Supports new account follow-up by gathering customer information for internal use and promotional campaigns.
• Verifies customer information, including customer addresses, patient names, and case-related details, to support accurate order processing and communication.
• Receives and processes overflow headgear orders, web orders, and other customer requests as assigned.
• Participates in special project call campaigns, including promotional calls, due-date calls, and other customer outreach initiatives.
• Performs case entry coverage as needed to support department workflow.
• Resolves unknown customer shelf issues and supports follow-up related to unidentified or incomplete cases.
• Performs cancel and trash processes in accordance with department procedures.
• Completes monthly A-Z clean out and other routine department maintenance activities.
• Makes Level 1 policy calls as defined by the Manager of Lab Customer Service.
• Reconciles UPS bills and assists with other administrative tasks related to customer service operations.
• Uses approved customer service techniques, tools, systems, and communication methods to ensure consistent and accurate support.
• Performs other duties as assigned.

Qualification Requirements: 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, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

High school diploma or equivalent required; associate degree preferred. One year of customer service, technical support, dental, orthodontic, medical, or related experience preferred

Other skills and Abilities:

• Customer service orientation
• Clear verbal and written communication
• Attention to detail and accuracy
• Problem solving and follow-through
• Ability to learn technical product and case information
• Professional phone and email etiquette
• Dependability and teamwork
• Ability to manage multiple priorities in a fast-paced environment

Technical Knowledge:

Ability to learn and communicate basic technical information related to orthodontic appliances, laboratory processes, case tracking, and GLDT products and services. Prior knowledge of oral appliance fabrication, dental terminology, or orthodontic workflows is preferred.

EEO/Disabilities/Veterans. Individuals with disabilities and protected veterans are encouraged to apply.

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