Customer Service Representative

Job DetailsDescriptionJoin 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 PositionProvides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.Works closely with the managerEnsures employees have appropriate training and other resources to perform their jobs.Provide mentoring, coaching, and guidance to peersWorks 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 callsResearch case statusResolve case concernsEscalate Customer concerns as neededInput case updates/requests into the dental lab management softwareMinor adjustmentsShade updatesCapture doctor preferences on inbound callMake outbound calls from assigned queuesInput administrative entries into the dental lab management software in reference to leads, prospects, products, etcThoroughly answer customer inquiries or questions that may ariseAnswer product FAQ’sInitiate and research the preparation of credit memosReview RX’s for accuracyDetermine when to forward calls to the appropriate level of managementDeliver 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 RequiredStrong verbal and written communication skillsStrong computer skills – MS Office - Excel, Word, OutlookDetail-oriented – ability to manage multiple projects/assignments at one timeDependable, Team PlayerMust be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasksConflict ManagementCompetenciesCommunicationCustomer focusDelivering resultsDeveloping othersMotivationResilienceRelationship BuildingTeam WorkingAdaptability/Change ManagementAnalytical thinkingDeveloping selfFacilitating training sessionsMinimum Education And ExperienceRequired: High school diploma or GEDAssociates Degree Preferred8+ years of inbound Call Center experienceHazardous Materials Or Equipment UsedAll Office EquipmentPotential Exposure to Blood borne Pathogens Physical RequirementsWorks 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