Customer Service Representative

JOB OVERVIEW:

This position is primarily responsible for providing effective customer service for our internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. This position will work as part of the dental team, and in the role, interact with other departments to provide a seamless service experience to our clients. The Customer Service Rep must be a highly-motivated individual who is eager to accept additional responsibilities when needed.

This position is located onsite at our Hoffman Estates, IL office.

ESSENTIAL FUNCTIONS:

• Provide thorough, accurate and ethical customer service support to our clients
• Develop and maintain strong relationships with clients and team members
• Answer and respond to calls and emails daily while consistently providing quality service, accurate information, solutions, and follow-through in a high-volume call environment
• Provide timely and accurate information to incoming customer order status, pricing and availability, and product knowledge requests
• Provide timely feedback to the company regarding service or customer concerns
• Execute daily transactions which may include order entry, returns, order changes, processing promotions, credits and any other assigned tasks according to established department policies and procedures
• Apply critical thinking and problem-solving skills to research, troubleshoot, and assist clients through our products; provide solutions to client concerns
• Manage all incoming mailboxes and respond in a professional manner to all e-mail communications from customers
• Provide user support and customer service on all customer-related issues
• Manage day-to-day activities per customer requests that allows the sales team more opportunities to sell
• Obtain and evaluate all relevant information to handle all inquiries and issues
• Process order and information entry with accuracy, efficiency and quality
• Take ownership on customer issues, ensuring any customer complaints have been resolved in a satisfactory manner obtaining guidance/approval from management when necessary
• Work with internal departments to meet all customer needs and satisfaction
• Review delivery schedules. Track and communicate any changes and potential service issues to the customer
• Offer suggestions/substitutions when items are back-ordered
• Partner with the sales team to review customer needs and to meet and exceed customer’s service expectations
• Follow specific instructions and processes to maintain accurate call tracking logs; entries of contact with resolution details and follow-up information including, but not limited to details of inquiries, issues, actions taken, current state, etc.
• Conduct proactive customer calls to ensure high customer satisfaction
• Ability to support company products and inquiries and provide some technical support
• Attain the established goals as a team member and individual contributor as communicated by management
• Initiate internal communications and information related to the service of clients and the completion of their transactions
• Ability, willingness, and comfort to engage with customers
• Attend and actively participate in department and team meetings
• Assist with special projects such as Trial Demo programs
• Regular, reliable, attendance in the office
• Other duties as assigned

QUALIFICATIONS:

• Bachelor degree or equivalent work experience preferred
• Previous experience working in a high-volume customer service function preferred
• 5 to 7 year’s customer service experience required
• Experience with Salesforce preferred

CORE COMPETENCIES:

• Passion for excellent customer service and desire to do important work in an environment of change
• Strong communicator, excellent active listening and interpersonal skills, verbal and written skills are critical in this role
• Attention to detail and ability to multitask
• Excellent time management skills; highly organized and efficient
• Self-motivation and self-management skills are essentials in our environment
• Must possess a positive attitude
• Technical Capacity

PHYSICAL DEMANDS:

Actions of the position include: speaking, hearing, sitting, standing, walking and bending as well as hand/arm movements such as grasping, reaching, pulling and typing. Ability to lift at least 15 lbs.