Call Center Customer Service Representative

Customer Service/Call Center Representative Pro Direct Laboratory

PRODIRECT Dental Lab is known for providing our dentists with the resources and experience of a national dental lab with the personalized service of local boutique labs. We are a global organization with over 35 years of experience in providing world class service and products to our customers.

Let’s redefine excellence, together.

• Handling customer inquiries: Answering phone calls, emails, and live chat messages from customers regarding product information, billing, orders, returns, and general questions.
• Resolving customer issues: Identifying the root cause of customer problems, troubleshooting, and providing appropriate solutions to address complaints or concerns.
• Providing product information: Explaining product features, benefits, and specifications to customers.
• Managing customer accounts: Reviewing customer accounts, updating information, and making necessary changes as needed.
• Handling returns and exchanges: Assisting customers with returns or exchanges, following company policies
• Escalating complex issues: Identifying issues that require further attention and transferring them to the appropriate department
• Maintaining customer records: Accurately documenting customer interactions and details within the CRM system
• Adhering to customer service standards: Following company guidelines and procedures for customer interactions

We are rapidly expanding our US team and are seeking a successful, enthusiastic, and self-motivated Customer Service Representative. Are you passionate about speaking with medical professionals, and building consultative relationships? As a key player in our Customer Success department, you'll have the opportunity to showcase your talent for driving business and providing world class service to our growing base of customer/house accounts.

Mission Statement:
To promote prosperity in the lives of both doctors and patients of present and future generations by pushing industry boundaries and upholding our customer driven commitment to excellence.

• Excellent communication skills: Clear and concise verbal and written communication to effectively understand and respond to customer inquiries
• Active listening skills: Ability to attentively listen to customer concerns and accurately interpret their needs
• Problem-solving skills: Analyzing customer issues, identifying solutions, and effectively resolving problems
• Customer service orientation: Genuine desire to provide exceptional customer service and build positive relationships
• Adaptability: Flexibility to handle diverse customer situations and inquiries in a professional manner
• Technical proficiency: Familiarity with computer systems, CRM software, and company internal databases
• Stress management: Ability to remain calm and composed while dealing with challenging customer interactions
• Bonus Points for Dental Customer Service Representative with Lab Experience

Join our dynamic team and unleash your passion for customer service, helping patients lead better lives. Take the next step in your career and apply today!