Customer Service Representative - Orthodontic Division

We are seeking a Customer Service Representative for our Orthodontic division. This role will be hybrid remote eligible after a probationary period.

The Customer Service Representative will be responsible for taking incoming calls, processing orders, addressing issues related to orthodontic products, order inquiries and other concerns from our customer to their satisfaction. Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with each customer/caller. The successful candidate will be required to develop a comprehensive understanding of our Customer Service policies and know when issues need to be escalated to the proper sources for resolution.

Requirements

ESSENTIAL DUTIES and RESPONSIBILITIES:

Answer a high volume of direct customer phone calls.

Accept verbal orders from direct customers and enter orders.

Manage sales territory representative’s needs.

Handle inquiries regarding placing orders, invoicing and credits.

Answer product questions requiring knowledge of the instructions for use and basic knowledge of orthodontic procedures.

Enter Return Authorizations, issue UPS call tags.

Enter complaints into Salesforce Database.

Process literature requests.

Manage open orders.

Special projects as requested by Manager or Supervisor.

Handle technical questions from dental/orthodontic professionals.

MINIMUM QUALIFICATIONS:

High School Diploma or equivalent

Minimum 3-5 years’ experience as chair-side Dental Assistant or equivalent or 3-5 years Customer Service experience

Excellent verbal communication skills (diction, clarity, pronunciation, grammar)

Detail oriented and organized

Ability to work well in a team environment

Good interpersonal and negotiation skills

Must have proficient typing skills.

Strong sense of professionalism and discretion required

Must be able to work independently without close supervision

Ability to handle multiple tasks with accuracy, prioritize effectively and meet deadlines

Basic computer skills required

Working knowledge of Microsoft Office products (Word, Excel, PowerPoint) and Outlook email required

Use of copy machine, fax machine, and other general office equipment required

BENEFITS:

401(k) through Fidelity and company matching 10%

Dental insurance with Delta Dental PPO

Health insurance BCBS Illinois PPO

Health Savings Account

Vision Insurance EyeMed

Short-Term & Long-Term Disability

Company Paid Life Insurance

Accident Insurance

Paid Vacation & Sick Days

Holiday Pay (including an extra paid week off between Christmas & New Years)

Annual Associate Holiday Party

Annual Associate Golf Outing

Holiday Bonus

Education Reimbursement Program

Salary Description

$20.00 - $30.00