Palm Beach Gardens, Florida, us Office and Administrative Support Occupations
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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
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
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
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.