Job Description
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 several labs throughout the country. Our team is growing, and we are hiring a number of key positions within our organization including this opportunity for a Customer Service Representative THIS IS A REMOTE / HYBRID OPPORTUNITY.
The regular hours for this position are from 8:00 AM to 5:00 PM, Monday through Friday, 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:
- Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
- Works closely with the manager
- Ensures employees have appropriate training and other resources to perform their jobs.
- Provide mentoring, coaching, and guidance to peers
- Works as a member/leader of special or ongoing projects that are important to area/process improvement.
- Uses appropriate judgment in upward communication regarding department or employee concerns.
- Answer inbound calls
- 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
- Capture doctor preferences on inbound call
- Make outbound calls from assigned queues
- Input administrative 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
- Determine when to forward calls to the appropriate level of management
- Deliver onboarding and training for new customers on the company’s digital customer portal, ensuring smooth adoption and confident platform use.
- Provided step‑by‑step guidance through portal features, account setup, navigation, and self‑service tools.
- Respond to customer inquiries via phone, email, and chat, offering clear, accurate, and timely support.
- Troubleshot portal access issues, login problems, and user‑reported errors, escalating technical cases when needed.
- Create or suggest training materials, quick‑start guides, and FAQs to improve customer understanding and reduce support volume.
- Conduct live virtual training sessions and one‑on‑one walkthroughs tailored to customer needs and skill levels.
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
- Conflict Management
Competencies
- Communication
- Customer focus
- Delivering results
- Developing others
- Motivation
- Resilience
- Relationship Building
- Team Working
- Adaptability/Change Management
- Analytical thinking
- Developing self
- Facilitating training sessions
Minimum Education and Experience:
- Required: High school diploma or GED
- Associates Degree Preferred
- 8+ years of inbound Call Center experience
Hazardous Materials or Equipment Used:
- All Office Equipment
- Potential Exposure to Blood borne 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.
- Travel may be required up to 5% of the time
