Description
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 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 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.
- 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
Requirements:
Education:
- Bachelor's Degree from four-year college or university preferred
Experience:
- 1 to 3 years of sales or customer service experience
- Ability to solve practical problems
- Ability to type 60-80 WPM