Customer Service Representative

AvaDent Digital Dental Solutions•Scottsdale, AZ

7d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

Experience in dental, medical, manufacturing, or healthcare industries is a plus.
Salesforce or CRM experience
Experience supporting B2B customers
Familiarity with dental terminology or workflows

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.