Technical Advisor I - Denture & Valplast

AAK Colombia; Irvine (CA); On-site; USD 28,000 - 40,000; Full time

Benefits offered by this job

Monthly bonus up to $800

Job summary

AAK Colombia in Irvine, CA is seeking an enthusiastic Customer Service Specialist to support dental department operations and liaise with doctors, technicians, and managers.

You will answer inbound calls, provide product information, track ship dates, update account details in the system, and document call notes. A minimum of 2 years ACD or 3 years dental background is expected; a high school diploma is required.

Qualifications

• Minimum two years of ACD experience and/or five years of customer service experience or three years in dental background.
• High school diploma or equivalent; bachelor’s degree preferred.

Responsibilities

• Answer inbound telephone calls and provide information on products.
• Check ship dates and update account information in the system.
• Input call notes in GCM and document customer interactions.
• Liaise with dentists, dental technicians, managers, and colleagues.
• Advise doctors on which product is best for cases and maintain customer satisfaction.

Skills

Customer service

Call handling

Communication

Problem solving

Education

High school diploma

Bachelor’s degree

Tools

ACD system

Job description

Essential Functions:

• Coordinates and performs a range of department support activities; serves as a liaison between other divisions/departments.
• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM.
• Communicates with customers, colleagues, dental technicians, and managers in a prompt articulate manner.
• Complies with customer service policies and procedures and call center operational standards.
• Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
• Assists customers in problem solving, planning, development, and execution of stated goals and objectives.
• Ensures customer retention and satisfaction.
• Evaluates each case thoroughly and advises doctors on which product is best for the particular case.
• Makes outbound calls on cases that need assistance.
• Maintains a day to day professional relationship with dental technicians and managers.
• Follows-up on specific requests made by doctors on particular cases.
• Seeks advice and input from the manager when needed.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

• High school diploma or equivalent.
• Bachelor’s degree, preferred.
• Minimum two (2) years of ACD experience and/or five (5) years of customer service experience or three (3) years in dental background.

Special Requirements/Certification:

• RDA, DA, or CDT certifications preferred.

Pay Range: $25.00/hr + monthly bonus up to $800.00 a month