Case Intake and Customer Service Representative

Job Details

Job Title:

Case Intake and Customer Service Representative

Location:

Warren, MI 48088

Avaneer Dental Lab is a full-service dental laboratory known for combining traditional craftsmanship with modern digital technology to support dental practices with high-quality restorative and prosthetic products. With locations in Warren, MI and Lakeland, FL, Avaneer Dental Lab successfully serves Dental practices with a wide range of dental lab solutions.

The Case Intake and Customer Service Rep is the first point of contact for the dental offices we partner with, responsible for professionally managing incoming calls, taking detailed case information, and ensuring accurate entry of all case data. This role is essential in supporting lab operations and delivering exceptional client service.

• Answer incoming calls promptly and professionally, assisting clients with inquiries, orders, and case details.
• Collect, verify, and enter complete case information into lab management software.
• Communicate clearly with dental offices to clarify instructions and provide status updates.
• Maintain accurate records of calls, case submissions, and client interactions.
• Coordinate with production and delivery teams to ensure cases are processed and completed on schedule.
• Assist clients with scheduling, troubleshooting, and general support questions.
• Identify and elevate urgent issues or discrepancies to management.
• Support onboarding of new clients and provide guidance on lab services.

• High school diploma or equivalent required; additional education or certifications in dental office administration preferred.
• Previous experience in a dental office, dental lab, or customer service environment desirable.
• Excellent verbal and written communication skills with a professional phone presence.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Proficiency with Microsoft Office Suite and dental lab software a plus.

• Competitive Pay with additional annual bonus potential
• Benefits including Medical, dental, vision, Life
• 401k with company match
• Paid Time off (PTO) plus paid holidays
• Ongoing training and professional development opportunities

Catalis Dental Lab Partners is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.