Lead Call Center Agent

Job Overview
The Call Center Representative receives incoming calls, schedules qualified consultations and answers questions from prospective patients. This position provides prospects with information about AO4 dental implants. Establishing rapport and cultivating a personal relationship with prospects is essential. This position is responsible for providing the utmost level of customer service.

The primary responsibility is to schedule qualified consultation appointments. Additional knowledge about the terminology and operations of the Dental Implant Center and working with the other team members in a friendly environment is a appreciated. Secondary functions include limited administrative tasks and duties for the practice.

Primary Duties and Responsibilities

• Make outbound calls to prospective patients from employer-provided lead lists
• Follow a structured call process
• Answer inbound telephone calls (averaging 100-150 total inbound and outbound calls per day)
• Identify qualified prospects for consultation
• Provide prospects with general information about dental implants and services
• Gather demographic information for scheduling, follow-up and future marketing activities
• Close qualified prospects for consultation appointments
• Properly use lead CRM/Generator
• Enter all data about prospect's information into office management software
• Confirm all consultation appointments and follow-up reminder calls to prospect 24 hours prior to visit
• Track all call activity including sources of calls, number of calls, referring provider, and results
• Maintain daily logs and review notations for patients
• Initiate follow-up calls to prospects that called but did not schedule
• Send information packets to scheduled prospects prior to visit
• Address caller needs in timely fashion, answer questions, set scheduled consultation
• Reschedule No Shows and Short Notice Cancellations as appropriate
• Monitor KPIs for your position

Secondary Duties and Responsibilities

• Secondary coverage of the front desk to greet and check-in patients when other team members are unavailable
• Any additional duties and responsibilities requested by the owner or office manager

Qualifications

• High school diploma required; college degree preferred
• Three years’ experience in inside sales, telemarketing, customer service, hospitality, service industry or equivalent
• Bi-lingual speakers are encouraged
• Telephone experience required
• Advanced oral and written communication skills
• Dental/medical knowledge preferred
• Basic computer skills, strong keyboarding skills and knowledge of software including Microsoft Office Suite, i.e. Word, Excel, Power Point
• Ability to overcome objections
• Demonstrated sales, marketing and customer service skills
• Ability to work a flexible schedule
• Able to educate consumers on products and services
• Engaging and friendly; excellent interpersonal skills
• Ability to foster a strong business relationship
• Proven track record in closing sales
• Ability to work in a stressful environment and maintain a pleasant demeanor
• Strong organizational skills
• Must be a team player
• Commitment to providing excellent customer service/patient care
• Basic CPR Certification
• Must be able to pass a background check

*Compensation is based on experience and qualifications*

Job Type: Full-time

Pay: From $25.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekends as needed

Ability to Commute:

• Oregon City, OR 97045 (Required)

Ability to Relocate:

• Oregon City, OR 97045: Relocate before starting work (Required)

Work Location: In person

Salary : $25