Customer Service Representative

National Dentex Labs; Manchester (NH); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Paid holidays, vacation, and sick time

401(k) with company contribution

Tuition reimbursement

Job summary

National Dentex Labs in Manchester, NH, is seeking a Customer Service Representative to join their team. This full-time position involves answering calls, troubleshooting issues, and maintaining customer accounts in a fast-paced environment.

The ideal candidate should have at least a high school diploma with preferred experience in the dental field or a call center. A positive attitude, attention to detail, and computer proficiency are essential for success in this role.

Qualifications

• Must be able to read, write, speak and understand English.
• Must have computer skills including typing and familiarity with Microsoft Office products.
• Ability to maintain a positive demeanor during verbal communication.

Responsibilities

• Answer phones timely and process outgoing calls.
• Troubleshoot technical issues regarding dental material and impressions.
• Build relationships with dental staff and analyze remakes.
• Manage price lists and assist with pricing requests.
• Customer retention and manage new accounts.

Skills

English proficiency

Computer skills

Verbal communication

Listening skills

Attention to detail

Education

High school diploma or equivalent

Experience in a dental environment or call center (5 years preferred)

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 50 labs throughout the country. We are seeking to fill a number of key positions within our organization, including this Customer Service Representative opportunity at NDX H&O Dental Laboratory in Manchester, NH.

Job Details

Regular Hours: 8:00 AM to 5:00 PM, Monday through Friday, subject to change. Full‑time with employee benefits including health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401(k) with company contribution; tuition reimbursement.

Primary Responsibilities And Essential Functions Of The Position

• Answer phones in a timely manner
• Process outgoing calls in a timely manner
• Troubleshoot technical issues, including shade, material, poor impressions and missing items or information
• Build solid relationships with staff members in customer offices, including participation in local, regional and state dental staff organizations
• Analyze remakes by customer and ensure any issues are resolved
• Perform cross‑selling and sales calls
• VDLP: delete doctors, update accounts, enter doctor preferences to maintain an accurate database
• Schedule FedEx pickups when necessary and check FedEx tracking for individual offices
• Submit new doctors to LMS
• Responsible for Pricing
  • Manage price lists for ADL and IDA
  • Assist Accounting and Sales with pricing and pricing requests
  • Make decisions to either set up a new catalog or use an existing one
• Manage and set up new accounts
• Customer retention
• All other duties as assigned

Skills And Abilities Required

• Must be able to read, write, speak and understand English
• Must have computer skills including typing and familiarity with Microsoft Office products
• Verbally communicate via telephone, maintaining a positive demeanor
• Verbally communicate with all levels of staff, maintaining a positive demeanor
• Takes initiative
• Listening skills
• Attention to detail and accuracy

Minimum Education And Experience Required

• Required: High school diploma or equivalent
• Preferred: Minimum 5 years of experience in a dental environment or call center

Hazardous Materials Or Equipment Used

• General office equipment

Physical Requirements

• Perform tasks at multiple workstations, standing and sitting for extended periods of time
• Push, pull, lift, and/or carry up to 25 pounds