Customer Service Representative II

The largest privately-owned Dental Laboratory in Tennessee, Mississippi, and Arkansas is looking to bring on a Customer Service Representative II (CSR II) to join an already excellent Customer Service Team! In addition to communicating with clients over the phone and electronically, this CSR will provide backup to data entry and invoicing clerks.

Primary Objective: To answer inbound customer calls over the phone, respond electronically to customers, to make outbound calls to customers, and to perform Data Entry and Invoicing functions as needed.

Position: The Customer Support Representative (CSR) will report to the Admin Manager. The position will require continuous interaction with Team-mates, Customers, Technical Department Managers, Technicians, Accounting Personnel and Vendors.

Compensation: $14-16 per hour (depending on skill and experience)

Shift: Monday-Friday 6:30am-3:30pm; Full-time (shift may be variable depending on business and customer needs)

Duties and Responsibilities:

1. Provides administrative support such as answering inbound telephone calls or customer requests electronically (eg, checking on ship dates, offering information on all products), updating new account information, and inputting call notes into our dental software.
2. Communicates with customers, colleagues, dental technicians and managers in a prompt and articulate manner.
3. Assists customers in problem solving, planning, development and execution of stated goals and objectives.
4. Establishes positive working relationships with internal and external customers by helping the customer feel valued, appreciated and involved in discussions and decisions.
5. Ensures customer retention and satisfaction.
6. Utilizes professional call handling skills, including the LAMA Technique.
7. Follows company communication procedures, policies, and guidelines.
8. Checks voicemails and return calls or electronic messages in a timely manner.
9. Coordinates and performs a range of department support activities including data entry, packaging of cases, and support for drivers delivering cases; serves as a liaison between other departments.

General Qualifications

• Must be able to handle multiple tasks under time constraints and work effectively as a team player in office environment
• Must possess the ability to solve practical problems in situations where only limited standardization exists
• Must possess ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Must possess strong customer service and interpersonal skills both orally and electronically
• Must be able to enter data into computer software and assist with data entry and invoicing as needed
• Must adhere to R-Dent's Core Values of Teamwork, Easy to Work With, Customer First, Commitment, and Striving for Excellence
• Requires a High School diploma or equivalent
• Computer proficient

Working Conditions:

• Office work environment; work is conducted primarily indoors with varying environmental conditions
• Office may have fluorescent lighting and air conditioning
• Noise level is usually low to medium
• Occasional lifting of up to 25 lbs
• Limited exposure to the environments of customer facilities
• Fast-paced business environment; subject to numerous schedule and priority changes and short notice activity

Note: R-dent reserves the right to change or modify this Job Description in line with changes in R-dent business needs.

ABOUT THE ORGANIZATION

In 1978, a young CDT by the name of Randy Grubb realized the need for a dental laboratory that would offer quality products with high aesthetics and outstanding customer service. Thus, R-Dent Dental Laboratory was born, and we've grown from that idea about quality and service to become the largest and finest full-service dental laboratory in west Tennessee.

EOE STATEMENT

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, age, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

OTHER INFORMATION: We use Everify, which requires your social security number be used to verify your authorization to work. Additionally, we require a satisfactory background check.