Dental Laboratory Front Office Manager

General Description of Function:

The Office Manager will lead a Customer Service team supporting Inbound/Outbound Customer call activity and Data Entry. Understand Customer expectations and provide team with leadership, tools and training to assure an outstanding Customer Experience. Hire, train and develop Customer Service Specialists and Data Entry, support escalated calls and provide ongoing coaching. Works closely with assigned Lab Leadership to ensure alignment. Carries out managerial responsibilities in accordance with Company policies and applicable laws.

ESSENTIAL FUNCTIONS:

• Implement Custom Service objectives as directed by Customer Service manager
• Coaches Customer Service Team to achieve high performance to meet CS goals: includes training, monitoring of inbound and outbound calls driving continual improvement of the call quality/Customer Experience
• Manage direct reports to align with customer service department goals
• Provides feedback to Customer Service Manager & Lab Leadership regarding service failures or customer concerns to resolve customer service issues
• Collaborate to resolve C/S issues and create C/S resolution action plans with C/S Manager and Lab Leadership
• Establish follow up resolutions standards and implement policy and procedure for the customer service department
• In conjunction with C/S Manager and Lab Leadership, develops training for the department
• Follow up on cases with the quality and technical teams to ensure on time delivery when necessary
• Conduct weekly staff meetings, training and reviewing all information that pertains to existing and new products
• Establish, measures, and monitors key performance metrics
• Write and conduct performance evaluations
• Produce and analyze appropriate reports and recommend actions to improve (call volume, call time, overflow, abandon calls, customer issues, etc.)
• In collaboration with C/S Manager and Lab Leadership, create and maintain Customer Service SOP’s
• Ensure the positive interaction between Customer Service staff, the customer, and every department in the laboratory
• Structures onboarding/training agenda for new team members
• Evaluate and prepare coverage schedules to include appropriate staffing daily
• Collaborate with C/S Manager and Lab Leadership to ensure financial objectives are met and aligned with budgeted goals
• Collaborate with C/S Manager and Lab Leadership for guidance in credits or reinvoicing for mis-billed or wrongly charges cases
• Perform other duties as assigned

Skills and Abilities Required:

• Excellent communication and inter-personal skills with both highly-technical teams and non-technical business leaders
• Strong organizational skills, flexibility, and ability to change priorities rapidly
• Demonstrated ability to lead people and get results
• Ability to think ahead and plan department needs
• Ability to organize and manage multiple priorities
• Experience in writing and implementing procedures
• Excellent listening, time management and problem solving skills
• Computer proficiency
• Ability to communicate complex subject matter to various audiences
• Leadership: a demonstrated ability to lead people and get results
• Strong knowledge of Customer Service tools and technologies
• Coaching, training, and motivating employees
• Building high performance teams
• Customer Advocate
• Results driven
• Process Improvement
• Re-thinking strategies

ENVIRONMENTAL CONDITIONS/EQUIPMENT USED:

• Exposure to dental laboratory operations
• Uses a computer, printer, telephone, postage meter, calculator, photocopier and facsimile machine

EDUCATION, EXPERIENCE AND QUALIFICATIONS:

• Minimum 3-5 years in a supervisory role
• Minimum 5 years Customer Service Experience
• Dental Industry experience a plus
• Telemarketing Experience a plus

Hazardous Materials or Equipment Used:

• Must wear proper Personal Protective Equipment (PPE) when performing work tasks that require and follow safety guidelines as stated in Apex Safety & Health Plan Manual.

Benefits:

• Health Ins options
• Employee Wellness Program
• STD & Life Ins Policy with Optional Voluntary Life
• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance
• Dental Reimbursement
• FSA/HSA
• 401K Retirement
• PTO & Sick Leave

Nothing in this position description restricts management’s right to assign or reassign duties and responsibilities.

Pay is commensurate with experience.