The largest privately-owned Dental Laboratory in the Mid-South is looking to bring on a Customer Service Representative (CSR) to join an already excellent Customer Service Team!

Primary Objective: To answer all inbound customer calls and requests thru Emails, Live Messages, Social Media and make outbound calls to customers when needed.

Position: The Customer Support Representative (CSR) will report to the Admin/Logistics Manager. The position will also require continuous interaction with Technical Department Managers, Technicians, Accounting Personnel and Vendors. All calls and reply to customer requests via email will be entered into each customer's unique account in our CRM Software. The CSR will also perform outsourcing functions as necessary in order to ship and receive products that must be outsourced to other labs.

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

Shift: Monday-Friday 7:30am-4:30pm (shift may be variable depending on business and customer needs)

Duties and Responsibilities: Based on the primary objective, the CSR will focus on accomplishing the following:

• 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 Magic Touch dental software.
• Communicates with customers, colleagues, dental technicians and managers in a prompt articulate manner. Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Establishes positive working relationships with internal and external customers by helping the customer feel valued, appreciated and involved in discussions and decisions. Ensures customer retention and satisfaction.
• Utilizes professional call handling skills, including the LAMA Technique.
• Follows company communication procedures, policies, and guidelines. Helps with customer retention by building trusting relationships with accounts
• Checks voicemails and return calls in a timely manner.
• Performs outsourcing functions as necessary in order to ship and receive products that must be outsourced to other labs.
• Coordinates and performs a range of department support activities; serves as a liaison between other departments.

General Qualifications

• Must be capable of handling multiple tasks under time constraints and working effectively as a team player in a professional 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
• Must adhere to R-Dent's Core Values, including Teamwork, Easy to Work With, Customer First, Commitment, and Striving for Excellence
• Requires a High School diploma
• 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.