What are the responsibilities and job description for the Customer Service Team Lead position at DEXIS?
Job Description
DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.
Who is DEXIS and why should you join the team?
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We Also Offer
Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.
Position Summary
The primary function is to provide quality and efficient customer service to customers through daily management of support team by motivating, mentoring, training and problem solving. This position will support and perform customer service duties to include, answering escalated customer questions or resolving issues. Additional responsibilities include assisting with training of team members, managing escalation emails from sales, technical support, marketing, etc. and assisting the team supervisor with additional duties as needed.
Essential Duties And Responsibilities
MINIMUM QUALIFICATIONS
This position will require strong interpersonal phone and email skills with a strong focus resolving and troubleshooting customer issues. Completion of training and demonstrated competency with all supported CS related processes are required. Strong problem solving and decision-making skills with the ability to handle difficult and sensitive situations is required. This role serves as a mentor for other Customer Service team members while handling customer escalations and executing projects.
Education And/or Experience
Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
$32.00 - $34.00 per hour
Operating Company
DEXIS
Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.
Who is DEXIS and why should you join the team?
We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.
We Also Offer
- Competitive Pay and Bonuses.
- PTO, Sick Time and Paid Holidays.
- Tuition Reimbursement
- Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave
- Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!
- 401K – with exceptional company match starting DAY ONE!!!!
- Community involvement opportunities & employee appreciation events.
- Newly renovated, state of the art, climate-controlled facility.
- Newly built 1200 sq fitness room.
- Large outdoor patio area with gazebo.
- Gourmet coffee, beverages, snacks, and lunches are available in our café.
- Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!
- EVC Charges for Electric/Hybrid cars
Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software. The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field. A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.
Position Summary
The primary function is to provide quality and efficient customer service to customers through daily management of support team by motivating, mentoring, training and problem solving. This position will support and perform customer service duties to include, answering escalated customer questions or resolving issues. Additional responsibilities include assisting with training of team members, managing escalation emails from sales, technical support, marketing, etc. and assisting the team supervisor with additional duties as needed.
Essential Duties And Responsibilities
- Act as a role model, coach, and mentor with the ability to develop and motivate others within the customer service team.
- Builds rapport with the team and creates a positive working environment by fostering engagement.
- Provides direct assistance to CS team for technical and CS process related queries.
- Troubleshoot basic and advanced escalation issues with internal and external customers via phone, email, and chat.
- Provides direction and communication to employees so customer or dealer cases are answered in a timely, efficient and knowledgeable manner.
- Provide continual evaluation of processes and procedures.
- Assist in development and maintenance of playbook for processes and procedures.
- Review and investigate all escalations until completion and escalating when appropriate.
- Perform quality checks for order processing and provide additional training to team members to correct issues.
- Provide reports to management as needed.
- Assist with other duties or projects, as assigned.
- Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers.
- Leadership – Must be able to inspire others to act on key initiatives. Brings out the best in people.
- Technical Aptitude – Must be able to address customer service issues related to DEXIS CS and demonstrate an intermediate understanding of all processes and procedures within customer service.
- Problem Solving – Must be able to determine the root cause of issues and provide comprehensive solutions to complex problems.
- Process Focused – Ability to consistently follow complex processes and assist with the development and implementation of processes.
- Change Agility – Ability to quickly adjust to change
- Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
- Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
- Results orientation – Must consistently deliver results.
- Communication – Must be able to effectively communicate in both written and verbal forms. Maintains a two-way dialogue with others on work and results.
- Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
MINIMUM QUALIFICATIONS
This position will require strong interpersonal phone and email skills with a strong focus resolving and troubleshooting customer issues. Completion of training and demonstrated competency with all supported CS related processes are required. Strong problem solving and decision-making skills with the ability to handle difficult and sensitive situations is required. This role serves as a mentor for other Customer Service team members while handling customer escalations and executing projects.
Education And/or Experience
- Minimum 2-year college degree or equivalent work experience
- Minimum 3 years work experience supporting customer service processes
- Experience in successfully managing customer and peer escalations
- Intermediate experience with Microsoft Office; Word and Excel required
- Understanding and use of CRM
- Knowledge of SAP preferred
Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.
$32.00 - $34.00 per hour
Operating Company
DEXIS
Envista and all Envista Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.
Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.
Salary : $32 - $34
