Customer Success Specialist - Dental Lab

Description

As a Customer Success Specialist, your main job is to communicate with customers over the phone and through email. It’s important to stay professional, patient, and positive while accurately sharing information about our products and services. You’ll help customers by answering questions about their orders and technical issues, resolving problems, attracting new customers, and promoting our products. You will report directly to the Customer Success Lead.

In this business-to-business customer service role, you’ll communicate with dental practices by phone and email to answer questions about our appliances, assist with orders, case tracking, take payments, and provide product information. Your understanding of dental terminology, workflows, and appliances, along with your great attention to detail, will help you deliver exceptional service while building strong relationships with our customers.

If you are highly energetic and enjoy helping others, solving problems, and working in an office environment, this role allows you to stay connected to the dental field while growing your career in a new direction with a dental lab.

Schedule: Monday–Friday, 8:00 AM to 5:00 PM

Requirements

MINIMUM QUALIFICATIONS

• High school diploma, GED equivalency, or currently enrolled
• Ability to read, write, speak, and understand English fluently; Spanish speaking is a plus
• Dental lab terminology knowledge preferred
• Highly motivated, well-organized individual who requires minimal direct supervision
• Must possess a positive attitude and work well in a team environment
• Excellent attention to detail and ability to work quickly with minimal errors
• Strong people skills, clear speech, good grammar, and pleasant phone presence
• Good at multi-tasking and working with interruptions while maintaining accuracy
• Customer service experience utilizing telephone and email correspondence
• Ability to operate multiple line phone system, copier, and scanner
• Strong computer skills and understanding of computer networks
• MS Office experience required
• Ability to sit for extended periods
• Ability to walk and carry parts, materials, etc. between departments

COMPETENCY REQUIREMENTS/JOB DUTIES

• Reliable and consistent attendance and punctuality
• Answer customer calls in a professional and timely manner while routing calls to appropriate department/personnel as needed
• Provide friendly, accurate, and solution-focused customer support
• Respond to customer questions regarding cases, timelines, pickups, deliveries, and general lab processes.
• Maintain a high level of professionalism with doctors, office staff, and internal departments.
• Follow up with customers when additional information or resolution is needed.
• Assist customers with case status updates.
• Help identify missing information, unclear instructions, or case concerns.
• Communicate customer needs clearly to the proper department.
• Ensure customer communication is documented properly 
• Help improve the overall customer experience.
• Identify recurring customer concerns and communicate them to leadership.
• Take ownership of customer issues until they are resolved or properly handed off.
• Work closely with production, shipping, invoicing, order entry, QC, and clinical specialists.
• Help ensure information is passed clearly between customers and lab departments.
• Open and maintain customer accounts by recording account information
• Manage lab cases that have been placed on hold due to missing information
• Receive and process customer payments as needed 
• Ability to remain calm, courteous, and professional when dealing with all types of people
• Safeguard and protect the 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)
• 8 Paid Company Holidays (after 90 days)
• 401(k) with company match

EQUAL OPPORTUNITY EMPLOYER