CUSTOMER EXPERIENCE ASSOCIATE

Catalis Dental Lab Partners•Savannah, GA

6d•Onsite

About The Position

A Customer Experience Associate is a member of the primary contact team for customers interested in the products and service we offer. Customer Experience Associates are to provide superior service to all current and prospective customers over the phone and via email dedicated to resolving case issues including case inquiries, product questions, billing questions, and complaints. This position will work via phone and computer answering incoming calls, email requests, making outbound calls to ensure all case issues requiring or involving customer contact are handled in a timely and professional manner. A Customer Experience Associate will be responsible for understanding a problem, identifying the solution, and following through to ensure an acceptable resolution is achieved.

Requirements

Minimum of 2 years customer service experience.
Experience in working in a fast paced and goal-oriented environment.
Must be proficient with computers, with the ability to learn, understand, and fully utilize new programs and software.
Excellent verbal and written communication skills.
Ability to type 45+ WPM
Ability to reliably work a full-time M-F, 8:30-5:00 schedule
Strong ability to use de-escalation tactics and persuasion
Strong ability to multi-task

Nice To Haves

Minimum of 2 years dental experience preferred.
Strong working knowledge of dental lab processes, workflows, vernacular, and materials preferred.

Responsibilities

Receive incoming customer phone calls related to scheduling, pricing, billing, payments, and logistics.
Calls for cases not meeting due date, shades needed, photos & simple dentists requests.
Act as a liaison between the technicians and offices for providing product and technical advice.
Proactively contact former and new office business targets on a structured basis utilizing call volumes to drive existing office growth and retention, as well as new office penetration.
Service offices and dentists regarding pricing, products, complaints, etc.
Record all customer contact information through Magic Touch
Assist Account Managers in building and maintaining relationships
Ensure cases are placed on hold for additional follow-up and clear cases from hold when available.
Ability to multi-task, prioritize and manage time effectively