Customer Service Representative

National Dentex Labs • Palm Beach Gardens, FL

9d • Hybrid

About The Position

National Dentex, a leading healthcare organization specializing in the dental industry, is seeking a Customer Service Representative. This role is crucial for providing a full spectrum of specialized products, services, and technologies to address dental restoration needs. The position is a full-time, remote/hybrid opportunity with regular hours from 8:00 AM to 5:00 PM, Monday through Friday, subject to change. The role involves handling customer inquiries, managing cases, providing training on digital platforms, and ensuring excellent customer support.

Requirements

• Strong verbal and written communication skills.
• Strong computer skills – MS Office - Excel, Word, Outlook.
• Detail-oriented – ability to manage multiple projects/assignments at one time.
• Dependable, Team Player.
• Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasks.
• Conflict Management Competencies.
• Communication.
• Customer focus.
• Delivering results.
• Developing others.
• Motivation.
• Resilience.
• Relationship Building.
• Team Working.
• Adaptability/Change Management.
• Analytical thinking.
• Developing self.
• Facilitating training sessions.
• High school diploma or GED.
• 8+ years of inbound Call Center experience.

Nice To Haves

• Associates Degree

Responsibilities

• Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Works closely with the manager.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Provide mentoring, coaching, and guidance to peers.
• Works as a member/leader of special or ongoing projects that are important to area/process improvement.
• Uses appropriate judgment in upward communication regarding department or employee concerns.
• Answer inbound calls.
• Research case status.
• Resolve case concerns.
• Escalate Customer concerns as needed.
• Input case updates/requests into the dental lab management software.
• Minor adjustments.
• Shade updates.
• Capture doctor preferences on inbound call.
• Make outbound calls from assigned queues.
• Input administrative entries into the dental lab management software in reference to leads, prospects, products, etc.
• Thoroughly answer customer inquiries or questions that may arise.
• Answer product FAQ’s.
• Initiate and research the preparation of credit memos.
• Review RX’s for accuracy.
• Determine when to forward calls to the appropriate level of management.
• Deliver onboarding and training for new customers on the company’s digital customer portal, ensuring smooth adoption and confident platform use.
• Provided step‑by‑step guidance through portal features, account setup, navigation, and self‑service tools.
• Respond to customer inquiries via phone, email, and chat, offering clear, accurate, and timely support.
• Troubleshoot portal access issues, login problems, and user‑reported errors, escalating technical cases when needed.
• Create or suggest training materials, quick‑start guides, and FAQs to improve customer understanding and reduce support volume.
• Conduct live virtual training sessions and one‑on‑one walkthroughs tailored to customer needs and skill levels.

Benefits

• health insurance
• dental insurance
• vision insurance
• disability insurance
• life insurance
• paid holidays
• vacation time
• sick time
• 401K with company contribution
• tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED