Customer Service Representative

Description

The Customer Service Representative serves as the primary point of contact for customers, providing exceptional support throughout the case lifecycle. This role works closely with internal departments including Clinical, Engineering, Shipping, Accounting, and Sales to ensure a seamless customer experience from onboarding through final delivery.

Key Responsibilities

• Answer inbound customer calls, emails, and chats in a timely and professional manner.
• Assist dental offices, labs, and partners with order status updates, shipping inquiries, pricing questions, and account support.
• Support customers with digital case submissions, portal navigation, RX entry, and file transfer troubleshooting.
• Review incoming cases for completeness and route to the appropriate internal teams when needed.
• Coordinate with Clinical and Production teams to resolve case concerns and prevent delays.
• Document customer interactions accurately in CRM systems such as Salesforce.
• Process tasks related to invoices, statements, payment links, and account updates.
• Provide onboarding support for new customers including login assistance and workflow guidance.
• Conduct proactive outreach to inactive or new accounts to build engagement and strengthen relationships.
• Maintain professionalism while managing multiple priorities in a fast-paced environment.

What Success Looks Like

Success in this role means quick response times, a strong phone presence, accurate case handling and documentation, high customer satisfaction, and reliable teamwork and accountability.

Schedule

Full-time, Monday through Friday, 7:30 AM to 4:30 PM. This is an in-person position.

Requirements

Qualifications

• 4+ years of customer service or account support experience.
• Strong communication skills by phone and email.
• Comfortable using multiple systems at once including CRM, phone platforms, and web portals.
• Highly organized with strong attention to detail.
• Ability to problem solve and think critically under pressure.
• Positive attitude with a team-first mindset.
• Experience in dental, medical, manufacturing, or healthcare industries is a plus.

Preferred Skills

• Salesforce or CRM experience
• Experience supporting B2B customers
• Familiarity with dental terminology or workflows

Physical Requirements

This role requires the ability to remain seated for extended periods and perform repetitive keyboard and computer use throughout the day.