Essential Functions:
- Places outbound calls to customers to increase awareness for company campaigns and events. Informs and educates customers about relevant campaigns and events to promote and sell the value of the company.
- Identifies customers’ needs, clarifies information, researches issues, and presents customers with viable options related to company campaigns and events to meet customers’ needs and requirements.
- Documents and updates call notes in a timely and accurate manner to reflect customer interactions and account status.
- Notifies management of recurring customer issues. Communicates information related to customer complaints, concerns, and feedback verbally and in writing.
- Adheres to established call center scripts for different campaigns.
- Adheres to established activity targets and key performance indicators, including but not limited to outbound calls per day, follow up calls, quotes sent, sales, and connects.
- Seizes opportunities to upsell or cross sell products when they arise.
- Coordinates and interacts effectively with other departments including but not limited to Production Departments, Department Call Centers, BI Analytics, GL Direct, Marketing, Lab Operations, and Customer Service to ensure high level of customer service and timely expedition of customer requests.
- Assists with inbound calls and Live Chat communications as needed for Dentists and Laboratory Customers to ensure delivery of the ultimate customer service experience.
- Organizes workflow to meet departmental goals.
- Maintains adherence to established quality control standards.
- Attends educational seminars to continuously evolve knowledge and stay up-to-date with current industry trends.
- Performs other related duties and projects as business needs require at direction of management.
Education and Experience:
- High School Diploma or equivalent.
- Minimum one (1) year of ACD experience or minimum two (2) years of Customer Service experience in dental industry (RDA, DA, CDT, trained dental technician) preferred.
Pay Range: $19.00-$25.00/hr
