Customer Service Representative I

Join National Dentex - 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. Currently, we have 50 labs throughout the country. We are seeking to fill a number of key positions within our organization including this opportunity at NDX nSequence in Reno, NV, for a full time Customer Service Representative.

The regular hours for this position are 6:30 a.m. to 5:30 p.m., Monday through Thursday, and subject to change from time to time.

This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!

Primary Responsibilities and Essential Functions of the Position:

• Answer inbound calls
  • Schedule shipping pickups
  • Research case status
  • Resolve case concerns
  • Escalate Customer concerns as needed
• Input case updates/requests into the dental lab management software
  • Minor adjustments
  • Shade updates
  • Answering LAB communication and removing holds
  • Capture doctor preferences on inbound call
  • Modify cases within dental lab management software
• Modify cases
  • Schedule RUSH cases
  • Update due dates
  • Update shipping method
• Payment Processing
  • Receiving or calling for credit card payments
  • Send out invoices/statements as requested by customer
  • Posting payments to customer’s account in lab software
  • Issue credit based on preset limits
• Make outbound calls from assigned queues
• Thoroughly answer customer inquiries or questions that may arise
• Answer product FAQ’s
• 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 serve a constant stream of customers at all times of day and evening
• Ability to solve customer problems

Competencies

• Patience
• Attentiveness
• Clear communication skills
• Knowledge of the Product
• Ability to use positive language
• Time management skills
• Ability to ‘read’ customers
• A calming presence
• Ability to handle surprises
• Persuasion skills
• Empathy
• Willingness to learn
• Ability to Admit You Don’t Have the Answer

Minimum Education and Experience Required:

• High school diploma or GED
• 2 years of inbound Call Center experience

Hazardous Materials or Equipment Used:

• All Office Equipment
• Potential Exposure to Bloodborne Pathogens

Physical Requirements:

• Works in an office environment, with good ventilation and normal noise levels from office equipment.
• 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.

Education

• High School or Equivalent or better