***This position is Remote in the United States***
Job Summary
This position is responsible for direct interaction with customers of HSO products and services. Ensure timely and effective customer service expectations are met and/or exceeded at all times. Work toward and assist in the achievement of individual, team and department goals.
What you will do

• Answer incoming telephone queue and/or contact customers directly via telephone to assist and/or direct customer issues and/or inquiries, including escalated and complex issues.
• Handle advanced customer escalations, including correspondence, follow up, ownership of issue through resolution, compensation processing and item closure to ensure customer satisfaction with products and services.
• Act as a resource for the department to educate others on processes/procedures and ensure consistency and quality service in customer interactions.
• Process applicable documentation and follow up on customer requests/inquiries through completion, ensuring quality service.
• Document all customer interactions and other pertinent information in applicable databases to provide an accurate record of account history.
• Handle / manage Billing inbox –
  • Ensure prompt attention to each email
  • Creating cases to ensure everything is documented accurately
  • Engage with customer/HSO management/HSO departments and HSInc to troubleshoot, resolve and determine appropriate resolutions and ensure timely follow up
• May assist in on-the-job training of new and existing Customer Service Representative’s.
• Perform additional department-specific duties related to the CSR II position.
• Participate in special project and performs other duties as required.

GENERAL SKILLS & COMPETENCIES 

• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy 
• Customer service orientated and ability to work with complex customer service issues 
• Very good interpersonal communication skills
• Very good written and verbal communication skills 
• Ability to maintain confidential highly sensitive information
• Ability to work in a team environment 
• Ability to multi - task 

Qualifications
Must have :

• 2 years of related experience.
• High School education, vocational training and/or on-the-job training. 
• Knowledge of Great Plains or other finance related software
• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with complex issues
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

• Dentrix product knowledge is a plus
• Knowledge of Salesforce CRM is a plus

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.

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