Customer Experience Associate

Pan-Am Dental Laboratory, LLC; Gainesville (GA); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player in dental services is seeking a Customer Experience Associate to join their dedicated team. In this role, you will be the primary contact for customers, providing exceptional service via phone and email. Your responsibilities will include resolving inquiries related to products, pricing, and logistics, while also supporting account managers in building relationships. This is a fantastic opportunity to thrive in a fast-paced environment, leveraging your customer service skills to make a real impact. If you're passionate about helping others and eager to advance your career in a supportive setting, this position is for you.

Qualifications

• 2+ years of customer service experience required.
• Proficient with computers and ability to learn new software.

Responsibilities

• Handle customer inquiries regarding scheduling, pricing, and complaints.
• Act as a liaison between technicians and dental offices.

Skills

Customer Service

Communication Skills

Multi-tasking

De-escalation Tactics

Problem Solving

Education

High School Diploma

Dental Experience

Tools

LabTrac (Zoho)

Computer Software

Job description

Looking for a great place to work? We’re always accepting applications from qualified individuals.
View our current job openings below.

Customer Experience Associate

About the Company:

The Gibson Division of Catalis Dental Lab Partners is a distinguished full-service dental lab located in the heart of Gainesville, GA. Specializing in Crown & Bridge, Flexible & Traditional Partials, Implants, Full Denture, and Orthodontic Appliances, we pride ourselves on delivering exceptional service and quality products to our clients. As an employer, Gibson Dental fosters a supportive atmosphere where team members thrive and advance their careers. Join us in our commitment to excellence and become a valued member of our team.

Statement of Purpose:

A Customer Experience Associate is a member of the primary contact team for customers interested in the products and service we offer. Customer Experience Associates provide superior service to all current and prospective customers over the phone and via email dedicated to resolving case issues including case inquiries, product questions, billing questions, and complaints. This position will work via phone and computer answering incoming calls, email requests, and making outbound calls to ensure all case issues requiring or involving customer contact are handled in a timely and professional manner. A Customer Experience Associate will be responsible for understanding a problem, identifying the solution, and following through to ensure an acceptable resolution is achieved.

Responsibilities include but are not limited to:

1. Receive incoming customer phone calls related to scheduling, pricing, billing, payments, and logistics.
2. Handle cases not meeting due date, shades needed, photos & simple dentist requests.
3. Act as a liaison between technicians and offices providing product and technical advice.
4. Proactively contact former and new office business targets on a structured basis utilizing call volumes to drive existing office growth and retention, as well as new office penetration.
5. Service offices and dentists regarding pricing, products, complaints, etc.
6. Record all customer contact information through LabTrac (Zoho).
7. Assist Account Managers in building and maintaining relationships.
8. Ensure cases are placed on hold for additional follow-up and clear cases from hold when available.
9. Ability to multi-task, prioritize, and manage time effectively.

Qualifications:

1. Minimum of 2 years customer service experience.
2. Experience in working in a fast-paced and goal-oriented environment.
3. Minimum of 2 years dental experience preferred.
4. Must be proficient with computers, with the ability to learn, understand, and fully utilize new programs and software.
5. Strong working knowledge of dental lab processes, workflows, vernacular, and materials preferred.
6. Excellent verbal and written communication skills.
7. Ability to type 45+ WPM.
8. Ability to reliably work a full-time M-F, 8:30-5:00 schedule.
9. Strong ability to use de-escalation tactics and persuasion.
10. Strong ability to multi-task.

Compensation:

1. $18.00 - $20.00 per hour plus quarterly bonus opportunities.

Details

Location: Gainesville, GA
Employment Type: Full-Time
Salary: $18.00 - $20.00 / per hour
Skill Level: Associate