Description
Requirements:
EDUCATION and/or EXPERIENCE
Bachelor's Degree from four-year college or university
1 to 3 years of sales or customer service experience
Ability to solve practical problems
Ability to type 60-80 WPM
Description: Provide outstanding customer service to external Dental Professional customers and internal departmental partners. Ensure all customer service related challenges are handled promptly and professionally for Oral Healthcare customers throughout the US and Canada.
Key areas of responsibility:
- The position is primarily responsible for taking incoming calls from customers, and providing support in the areas of: Product Returns, Order Status, Warranty, Safety, Account Balance, Credit, and Customer Service Goodwill.
- The Customer Service Representative must focus on improving the customer experience, and positively interacting with other departments to resolve customer concerns and complaints.
- The Customer Service Representative must also be skilled in written and oral communication. The Customer Service Representative is a critical component of the Oral Healthcare support function to our Dental Professional offices.
- They work in partnership with Fields Sales, and Inside Sales colleagues to ensure the customer experience is positive, professional, and that all customer needs are met.
Must be able to speak French Canadian fluently.
Outstanding customer service measured through Customer Feedback
Effective resolution of Reason for Call on the first interaction
Prompt reporting of product quality or safety trends
Acceptable Goodwill offerings to Customers who have had poor experiences
Talk with customers by phone to provide account balance information
Handle return authorizations, changes, additions, and deletions
Complete forms for charges for service requested and make change of address records
Provide invoice copies and/or statement of accounts as requested
Adjust complaints concerning billing or service rendered
Refer complaints of service failures to designated departments for investigation
Provide outstanding support and service to internal and external customers
Establish customer rapport
Flexibility in shift times
Maintain acceptable attendance
Order entry when interacting live with a customer