What are the responsibilities and job description for the Customer Service Representative - Dental / Orthodontic Laboratory - Office (On-site) position at Specialty Appliances LLC?
Description
We are currently looking for a motivated and talented Customer Service Representative to join our customer success team. If you enjoy talking to people and answering questions, this could be the perfect fit for you! We operate in a high-volume environment, supporting Orthodontic and Dental offices. In this role, you will be the voice and heart of our company—supporting customers, answering product questions, resolving issues, and helping drive sales through meaningful conversations. If you have experience in a similar setting, we'd love to hear from you!
Schedule: 8:00 am to 4:30 pm, Monday through Thursday and 8:00 am to 4:00 pm on Fridays
Why Join Us?
You’ll be part of a supportive team where your positive attitude and people skills will make a real impact. We value kindness, professionalism, and individuals who bring a little extra joy to the job every day.
MINIMUM QUALIFICATIONS
- Must have experience in a high-volume call center environment.
- Knowledge and/or experience with Orthodontic / Dental terminology, a plus.
- Ability to read, write, speak, and understand English fluently, a must.
- Bilingual in Spanish, a plus.
- Strong Communicator: speaks clearly, confidently, and professionally (phone and email); actively listens and tailors responses to each customer's needs; able to simplify technical or complex topics for customers.
- Warm Personality: upbeat personality who genuinely enjoys helping others; friendly, approachable, and brings a positive energy to every conversation; smiles through the phone, makes others feel comfortable.
- Customer-focused: truly enjoys helping people and providing solutions; handles questions, complaints, or concerns with patience and empathy.
- Persuasive but Respectful: Naturally sells by educating customers and highlighting value; identifies opportunities to upsell or cross-sell appropriately.
- Goal-oriented and Self-motivated: Driven to meet individual and team performance targets; requires minimal direct supervision.
- Team Player: understands that success comes from strong internal and external relationships.
- Organized and Detail-oriented: Balances multiple tasks while staying customer-focused with excellent attention to detail.
- Adaptable and Coachable: Willing to adjust approach to meet evolving customer expectations or company changes; learns quickly from experience and training.
- Strong computer skills utilizing Word, Excel, and Outlook.
- High School diploma, GED equivalency, or currently enrolled.
Requirements
COMPETENCY REQUIREMENTS/JOB DUTIES
- Reliable and consistent attendance and punctuality.
- Respond to incoming calls and emails with warmth, confidence, and professionalism.
- Provide knowledgeable support regarding appliances, products, and services.
- Assist customers promptly with orders, questions, or concerns.
- Build strong relationships and trust with clients.
- Provide information to customers regarding ship dates and fabrication timelines.
- Educate and cross-sell customers as appropriate.
- Take retail orders and process returns as needed.
- Ability to remain calm, courteous, and professional when dealing with all types of people.
- Safeguard and protect confidentiality of company and patient information as defined by the company’s Confidentiality Agreement.
- Follow all safety requirements and wear appropriate PPE as required.
- Understand how one’s performance can impact the success of the organization and product quality.
BENEFITS AVAILABLE INCLUDE:
- Medical, Dental, and Vision Insurance (after 90 days)
- Short-term & Long-Term Disability (after 90 days)
- AD&D and Life Insurance Policies (after 90 days)
- Paid Vacation (after 1 year)
- 9 Paid Company Holidays (after 90 days)
- 401(k) with company match
- Bonus Plan
EQUAL OPPORTUNITY EMPLOYER