Customer Service Representative II ( )

Palm Beach Gardens, Florida, us
Company: NDX
Category: Office and Administrative Support Occupations
Published on 2021-06-16 10:15:51

Job Details


Join West Coast Dental Lab - a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Our team is growing, and we are seeking to fill a number of key positions within our organization including this opportunity in Palm Beach Gardens, FL for a Part-Time Customer Service Representative II.

The regular hours for this position will vary, Monday through Friday. These hours will be subject to change from time to time.

Salary is negotiable and will be determined by skills, knowledge, abilities, and experience.

Primary Responsibilities and Essential Functions of the Position:

  • Answer inbound calls and emails Schedule fed-ex pickupsResearch case statusResolve case concernsEscalate Customer concerns as needed
  • Input case updates/requests into the dental lab management software Minor adjustmentsShade updatesAnswering LAB communication and removing holdsCapture doctor preferences on inbound call
  • Modify cases within the dental lab management software Cancel casesSchedule RUSH casesUpdate due datesUpdate shipping method
  • Minor Accounting process’ Process paymentsSend out invoices/statementsIssue credit based on preset limits
  • Make outbound calls from assigned queues
  • Data entries into the dental lab management software in reference to leads, prospects, products, etc.
  • Thoroughly answer customer inquiries or questions that may arise
  • Answer product FAQ’s
  • Initiate and research the preparation of credit memos
  • Review RX’s for accuracy
  • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Determine when to forward calls to the appropriate level of management
  • Skills and Abilities Required:

  • Strong verbal and written communication skills
  • Strong computer skills – MS Office - Excel, Word, Outlook
  • Detail-oriented – ability to manage multiple projects/assignments at one time
  • Dependable, Team Player
  • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasks
  • Ability to deal with angry or frustrated customers, or customers who may not fully understand their situation
  • Ability to solve customer problems with first call resolution
  • Strong business acumen. Knowledgeable in current and possible future policies
  • Working dental vocabulary and knowledge of industry terms
  • Competencies

  • Ability to enter data and navigate computer screens while managing a conversation
  • Clear communication skills
  • Active listening skills
  • Ability to demonstrate empathy
  • Ability to de-escalate angry customers
  • Patience
  • Ability to use positive language
  • Willingness to learn and adapt
  • Ability to defuse and resolve conflict
  • Pleasant, friendly and calm demeanor
  • Minimum Education and Experience Required:

  • High school diploma or GED
  • 4+ years of inbound Call Center experience which included resolving customer issues
  • Hazardous Materials or Equipment Used:

  • All Office Equipment
  • Potential Exposure to Blood-borne Pathogens
  • Physical Requirements:

  • Must have home office or quiet space to work from during scheduled hours
  • May have long periods of sitting at desk and high volume phone calls.
  • Regular need to write or use a keyboard to communicate through written means.
  • Some lifting between 5 to 20 lbs. may be required.
  • Travel may be required up to 5% of the time
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