Customer Service Representative II

Customer Service Representative II

Join West Coast Dental Lab - a leading healthcare organization specializing in the dental industry! We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Currently, we have several labs throughout the country. We are seeking to fill a number of key positions within our organization including this opportunity at WCDL- Studio 360 in Las Vegas, NV, for a full-time Customer Service Representative II.

The regular hours for this position are 8:00 a.m. to 5:00 p.m., Monday through Friday, with occasional Saturday and Sunday, and subject to change from time to time. This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holiday, vacation and sick time; 401K with company contribution; and tuition reimbursement!

Primary responsibilities and essential functions of the position:

• Answer phones in a timely manner.
• Process outgoing calls in a timely manner.
• Troubleshoot basic technical issues, including making calls to doctors on time, shade, poor impressions and missing items or information.
• Analyze remakes by customer and ensure any issues are resolved.
• Magic touch: delete doctors, update accounts, enter doctor preferences to maintain an accurate database.
• Schedule FedEx pickups when necessary and check FedEx tracking for individual offices.
• Submit new doctors to LMS.
• Responsible for assisting Accounting and Sales with pricing and pricing requests.
• Manage and set up new accounts.
• Customer retention.
• All other duties as assigned.

Skills and abilities required:

• Must be able to read, write, speak and understand English.
• Must have computer skills including typing and familiarity with Microsoft Office products.
• Verbally communicate via telephone-maintaining a positive demeanor.
• Verbally communicate with all levels of staff-maintaining a positive demeanor.
• Have the ability to take initiative.
• Must have excellent listening skills.
• Must have attention to detail and accuracy.

Minimum education and experience required:

• Required: High school diploma or GED equivalent.
• Preferred: Experience in a dental environment.

Hazardous materials or equipment used:

• General office equipment.

Physical requirements:

• Perform tasks at multiple workstations- standing and sitting for extended periods of time.
• Push, pull, lift, and/or carry up to 20 pounds.