Case Intake and Customer Service Representative

Catalis Dental Lab Partners•Warren, MI

27d

About The Position

Catalis Dental Lab Partners is a nationally connected network of premier dental laboratories providing high‑quality, digitally enabled restorative, implant, and prosthetic solutions to dental practices across the United States. The organization brings together leading regional labs with deep expertise in full‑arch restorations, restorative dentistry, and removable prosthetics—all supported by advanced digital workflows, 3D printing, AI‑driven design, and CAD/CAM technologies. Catalis serves both private practices and large dental service organizations (DSOs), combining local laboratory relationships with the resources and consistency of a national platform. The company operates a growing multi‑state footprint through its integrated lab network, including locations across Arizona, Florida, Georgia, Michigan, Texas, and Utah. 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.

Requirements

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.

Responsibilities

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 escalate urgent issues or discrepancies to management.
Support onboarding of new clients and provide guidance on lab services.