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.