What are the responsibilities and job description for the Customer Experience Associate position at Catalis Dental Lab Partners?
About the Company:
The Gibson Division of Catalis Dental Lab Partners is a distinguished full-service dental lab located in the heart of Gainesville, GA. Specializing in Crown & Bridge, Flexible & Traditional Partials, Implants, Full Denture, and Orthodontic Appliances, we pride ourselves on delivering exceptional service and quality products to our clients. As an employer, Gibson Dental fosters a supportive atmosphere where team members thrive and advance their careers. Join us in our commitment to excellence and become a valued member of our team.
Statement of Purpose:
A Customer Experience Associate is a member of the primary contact team for customers interested in the products and service we offer. Customer Experience Associates are to provide superior service to all current and prospective customers over the phone and via email dedicated to resolving case issues including case inquiries, product questions, billing questions, and complaints. This position will work via phone and computer answering incoming calls, email requests, making outbound calls to ensure all case issues requiring or involving customer contact are handled in a timely and professional manner. A Customer Experience Associate will be responsible for understanding a problem, identifying the solution, and following through to ensure an acceptable resolution is achieved.
Responsibilities include but are not limited to:
- Receive incoming customer phone calls related to scheduling, pricing, billing, payments, and logistics.
- Calls for cases not meeting due date, shades needed, photos & simple dentists requests.
- Act as a liaison between the technicians and offices for providing product and technical advice.
- Proactively contact former and new office business targets on a structured basis utilizing call volumes to drive existing office growth and retention, as well as new office penetration.
- Service offices and dentists regarding pricing, products, complaints, etc.
- Record all customer contact information through LabTrac (Zoho)
- Assist Account Managers in building and maintaining relationships
- Ensure cases are placed on hold for additional follow-up and clear cases from hold when available.
- Ability to multi-task, prioritize and manage time effectively
Qualifications
- Minimum of 2 years customer service experience.
- Experience in working in a fast paced and goal-oriented environment.
- Minimum of 2 years dental experience preferred.
- Must be proficient with computers, with the ability to learn, understand, and fully utilize new programs and software.
- Strong working knowledge of dental lab processes, workflows, vernacular, and materials preferred.
- Excellent verbal and written communication skills.
- Ability to type 45 WPM
- Ability to reliably work a full-time M-F, 8:30-5:00 schedule
- Strong ability to use de-escalation tactics and persuasion
- Strong ability to multi-task
Compensation
- $18.00 - $20.00 per hour plus quarterly bonus opportunities
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) with company match
- Paid time off
Salary : $18 - $20
