Expectations 

Exemplify Core Values - Show Enthusiasm, Ownership Thinking, Always Educate, Persistence

Strive to Maintain Perfect Attendance & Present in Full Required Uniform

Provide "Ritz Carlton" Customer Service & Make Ethical Decisions in the 

Patient's Best Interest

Thorough & Detailed Clinical Documentation

Provide Thorough Oral Hygiene Instructions to All Patients

Be Willing to Help Any Department with Any Task Whenever Necessary

Be Willing to Be Uncomfortable in Order to Learn & Grow

Job Description:

A Call Center Representative is the liaison between our company and its current and potential customers. Answer incoming calls and work to get commitment from prospective customers on reservations to the practice. Able to answer customer questions, address concerns, and be enthusiastic about Great Smile Dental. Ability to work from scripts but improvise when needed to build customer relationships and answer questions.

Their duties include answering phone calls, texts, and emails from customers to answer questions, participating in meetings with the customer service team to discover new communication tactics, and maintaining expert knowledge about company products or services to help customers best. Accept ownership for effectively solving patient concerns, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior. 

Responsibilities:

• Manage large amounts of inbound and outbound calls promptly.
• Provide introductory information to new customers.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Keep records of all conversations in our call center database in a comprehensible way
• Ensuring that customers are satisfied with products or services.
• Let customers or clients know about additional products or services.
• Determining the quickest, most effective ways to answer a client’s or customer’s questions.
•  Escalating queries and concerns
• Encourage customers to buy services and products using a prepared script to reference essential parts of the company’s offerings.
• Go off-script when necessary to build a relationship with customers or answer any questions they have not addressed in the script.
• Update database with new information every time a customer calls, and back up data regularly to protect sensitive customer information.
• Complete forms and record logs to create accurate, detailed files for each customer, providing insight into the target audience and what they want from the company.
• Follow organization standards to maintain quality service and guarantee customers’ exceptional service.
• Provide information on our current giveaways and promotions.
• Help keep track of how many patients are seen throughout the day.
• Identify and track patient referrals while achieving the minimum monthly referral goal.
• Distribute referral gift cards, being accountable for signatures with pick up. 
• Provide advice or direct patients to the appropriate colleague.
• Schedule follow-up appointments or calls
• Help maintain a clean and welcoming environment.

Requirements and skills

• Excellent communicators who are persuasive yet patient
• Previous experience in a customer support role
• Track record of over-achieving quota
• Strong phone and verbal communication skills, along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively.
• High school degree
• Enthusiasm and positive vibe 
• Customer service experience a plus
• Excellent interpersonal and communication skills
• Basic computer knowledge