Customer Service Representative, Implants

Customer Service Representative

Primarily responsible for providing delightful, first contact resolution and premium customer service for all internal and external customers including order inquiry/placement, answer product questions and direct to other support departments to resolve customer issues.

The position will adhere with all stated company policies, rules and procedures relating but not limited to Quality, Safety, Health and Environment (SHE) which the role has responsibility.

Principal Responsibilities:

• Supporting customers by providing customer service assistance related to Dentsply Sirona product lines and recording communication in salesforce.
• Provide timely and accurate information and solutions to customer needs by gaining deeper product and process knowledge through training to apply to incoming customer orders, order inquiries, account updates, returns and product knowledge requests, resolving customer issues and inquiries with high customer satisfaction and accuracy.
• Assist Customer Service agents with exceptions and escalations to first contact resolution.
• Ability to educate or coach customers via telephone, e-mail, text, in person or in a classroom setting
• Process customer orders/changes according to established department policies and procedures, informing customer of unit prices, shipping date, anticipated delays and any additional information, including addressing customer billing questions.
• Identify and coordinate product and service complaints according to company processes and policies.
• Actively engages customers with service surveys and gathers customer intel to support sales and marketing efforts.
• During customer conversations, upsell and cross sell opportunities are identified, presented and acted on.
• Provide assistance for custom orders, website and loyalty inquiries.
• Assist with customer loaner equipment, product repairs, price deviations, audits and recalls.
• Perform other related duties as assigned, including special projects.

Internal & External Relationships:

• Communicates directly with our customers, including office managers, dental professionals, purchasing coordinators, dealers and doctors.
• Works with Manufacturing, Warehouse, Sales, Account Maintenance, Ecommerce, Marketing and GBS Teams.

Education/Experience:

• High school diploma, required.
• Minimum of 2 years of Customer Service, Call Center support or equivalent

Qualifications:

• Experience working in a team-oriented, collaborative environment
• Organized and detail oriented; deadline oriented
• Flexible and able to respond to change to meet business needs
• Exceptional interpersonal, communication, and problem solving skills a must.
• Competence to work on multiple projects at one time with minimal supervision and ensure high quality and timely delivery.
• Computer proficiency
• Ability to read and interpret documents such as manuals, work instructions and software manuals
• Excellent oral and written communication skills (fluent in English – written and spoken)
• Remains calm in challenging situations
• Understand and leverages training provided to solve complex challenges for our customers
• Coachable and participate in the feedback process
• Ability to meet the challenges of a fast-paced and demanding environment

The base salary and variable compensation for this role in the state of Massachusetts is between $18-21 per hour. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.