Customer Service Representative

Perry & Young Dental Lab

13d•Hybrid

About The Position

Join National Dentex - a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Currently, we have several labs throughout the country. Our team is growing, and we are hiring a number of key positions within our organization including this opportunity for a Customer Service Representative. THIS IS A REMOTE / HYBRID OPPORTUNITY. The regular hours for this position are from 8:00 AM to 5:00 PM, Monday through Friday, and subject to change from time to time. This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!

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
High school diploma or GED
8+ years of inbound Call Center experience

Nice To Haves

Associates Degree Preferred

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.
Troubleshot 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.