Customer Service Representative

Join National Dentex - 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. Our team is growing, and we are hiring a number of key positions within our organization including this opportunity for a Customer Service Representative. THIS IS A REMOTE / HYBRID OPPORTUNITY.

The regular hours for this position are from 8:00 AM to 5:00 PM, Monday through Friday, 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:

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Works closely with the manager
• Ensures employees have appropriate training and other resources to perform their jobs.
• Provide mentoring, coaching, and guidance to peers
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Answer inbound calls
  • Research case status
  • Resolve case concerns
  • Escalate Customer concerns as needed
• Input case updates/requests into the dental lab management software
  • Minor adjustments
  • Shade updates
  • Capture doctor preferences on inbound call
• Make outbound calls from assigned queues
• Input administrative entries into the dental lab management software in reference to leads, prospects, products, etc
• Thoroughly answer customer inquiries or questions that may arise
• Answer product FAQ’s
• Initiate and research the preparation of credit memos
• Review RX’s for accuracy
• Determine when to forward calls to the appropriate level of management
• Deliver onboarding and training for new customers on the company’s digital customer portal, ensuring smooth adoption and confident platform use.
• Provided step‑by‑step guidance through portal features, account setup, navigation, and self‑service tools.
• Respond to customer inquiries via phone, email, and chat, offering clear, accurate, and timely support.
• Troubleshot portal access issues, login problems, and user‑reported errors, escalating technical cases when needed.
• Create or suggest training materials, quick‑start guides, and FAQs to improve customer understanding and reduce support volume.
• Conduct live virtual training sessions and one‑on‑one walkthroughs tailored to customer needs and skill levels.

Skills and Abilities Required:

• Strong verbal and written communication skills
• Strong computer skills – MS Office - Excel, Word, Outlook
• Detail-oriented – ability to manage multiple projects/assignments at one time
• Dependable, Team Player
• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasks
• Conflict Management

Competencies

• Communication
• Customer focus
• Delivering results
• Developing others
• Motivation
• Resilience
• Relationship Building
• Team Working
• Adaptability/Change Management
• Analytical thinking
• Developing self
• Facilitating training sessions

Minimum Education and Experience:

• Required: High school diploma or GED
• Associates Degree Preferred
• 8+ years of inbound Call Center experience

Hazardous Materials or Equipment Used:

• All Office Equipment
• Potential Exposure to Blood borne Pathogens

Physical Requirements:

• Works in an office environment, with good ventilation and normal noise levels from office equipment.
• May have long periods of sitting at desk and high volume phone calls.
• Regular need to write or use a keyboard to communicate through written means.
• Some lifting between 5 to 20 lbs. may be required.
• Travel may be required up to 5% of the time