Onsite Customer Service Leader — Dental Lab, 5+ Years

PRODIRECT Dental Laboratory; Lyndhurst (NJ); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

ProDirect Laboratory, an established US-based dental lab, is seeking a Customer Service Manager to oversee daily operations, coach staff, and resolve escalated issues in a fast-paced environment. This on-site role requires strong leadership and a customer-first mindset.

The ideal candidate will drive service quality, efficiency, and satisfaction while balancing business objectives and maintaining accurate records and budgets.

Qualifications

• Bachelor’s degree in business administration or relevant field.
• 5 years of proven experience in a customer service position.
• 3 years of proven experience in leadership.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.
• Call Center experience is a plus
• Dental lab customer experience is a plus

Responsibilities

• Supervising day-to-day operations in the customer service department.
• Responding to customer service issues in a timely manner.
• Creating effective customer service procedures, policies, and standards.
• Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
• Maintaining accurate records and documenting all customer service activities and discussions.
• Assessing service statistics and preparing detailed reports on your findings.
• Hiring and training new customer service agents.
• Managing the approved budget of the customer service department.
• Staying informed on the latest industry techniques and methods.
• Negotiation and persuasive engagement with customers to improve service outcomes.

Skills

Written and verbal communication

Leadership

Interpersonal skills

Call center experience

Customer service experience

Problem-solving

Education

Bachelor’s degree in business administration or relevant field

Tools

Microsoft Office

Customer service software

Job description

ProDirect Laboratory, an established US-based dental lab, is seeking a Customer Service Manager to oversee daily operations, coach staff, and resolve escalated issues in a fast-paced environment. This on-site role requires strong leadership and a customer-first mindset.

The ideal candidate will drive service quality, efficiency, and satisfaction while balancing business objectives and maintaining accurate records and budgets.