Essential Functions:
- Evaluates cases with level 1 and level 2 technical complexity.
- Ensures telephone calls and other inquiries are effectively addressed and efficiently resolved to increase output and eliminate unnecessary delays.
- Collaborates with multiple business units within the organization and acts as a liaison to communicate case inquiries and updates to gain better visibility and transparency.
- Trains and coaches team members to consistently meet or exceed customer needs and enhance quality customer relations.
- 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 CRM system.
- 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.
Pay Range $25-$28p/hr
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