CUSTOMER SUCCESS REPRESENTATIVE

Catalis Dental Lab Partners•Palm Bay, FL

4d•Onsite

About The Position

Midwest Dental Arts is a full-service dental laboratory that has been delivering exceptional restorations and outstanding customer service since 1996. Founded in Cedar Rapids, Iowa, we have grown to four locations while maintaining our commitment to fabricating all restorations in the United States with no overseas outsourcing. As a leader in implant and restorative dentistry, we specialize in custom abutments, full-arch zirconia, acrylic restorations, and supra-structure hybrid solutions. Our skilled technicians leverage advanced technology, craftsmanship, and attention to detail to produce high-quality restorations that support excellent patient outcomes. At Midwest Dental Arts, we are passionate about innovation, collaboration, and service excellence, partnering with dental professionals nationwide to help create confident, healthy smiles. Joining our team means becoming part of an organization dedicated to quality, continuous improvement, and making a meaningful impact—one smile at a time. The Customer Success Representative ensures that Midwest Dental Arts customers receive outstanding day-to-day support and an exceptional experience at every stage – from onboarding to long-term partnership. This role combines customer service, sales support, and relationship management to drive satisfaction, retention and growth. The Customer Success Representative is the voice of the customer inside the lab and plays a key role in maintaining Midwest’s reputation for precision, speed, and service excellence

Requirements

2 years of experience in customer service or inside sales
Excellent communication, listening and problem-solving skills
Strong organizational and multitasking abilities in fast paced environment
Experience with CRM and case management software
High attention to detail

Nice To Haves

Dental or healthcare experience preferred but not required
Knowledge of Dental lab processed and terminology preferred but not required

Responsibilities

Serve as main contact for assigned accounts
Respond to inquiries regarding case status, pricing, billing and product information
Coordinate with internal teams to resolve issues and ensure timely, accurate case completion
Record and manage interactions in CRM and case management systems (Magic Touch,iCortica, or similar)
Manage cases on hold including proactive follow-ups and clearing cases as appropriate
Make outbound calls to current and prospective dental offices to promote Brand Products and services
Identify cross-sell and upsell opportunities
Support Customer Success manager with campaigns to drive customer adoption and revenue
Provide customer feedback for improved workflow, service standards and product offerings