Dental Lab Customer Service Specialist

APEX DENTAL LABORATORY GROUP LLC•Rapid City, SD

8d•$17 - $20•Onsite

About The Position

Provide initial primary phone response for inbound customer calls. Insure accurate and timely response to customer needs by appropriate team members, answer basic case questions, or schedule services for customers. The Customer Service Specialist will be able to provide guidance to the caller by assisting with customer issues through resolution, case follow-up, follow-up and proactive communication with customers.

Requirements

Strong computer skills – MS Office - Excel, Word, Outlook
Ability to manage the daily workload following management policies and procedures
Good organization skills
Strong verbal and written communication skills

Responsibilities

Answer incoming calls related to new cases
Answer incoming calls related to the turn-around time of a case already in the lab
Call on incoming cases that have insufficient time for fabrication
Call on all late cases due to production delays
Responsible daily for opening and disinfection process of incoming cases as required by SOP (Standard Operating Procedures)
Enter case information through LMS and check status of cases in software for customers upon their inquiry
Package outgoing cases for delivery
Re-enter cases for billing purposes
Check QC pull report and make necessary changes and adjustments to dates
Open and set up new accounts and prospects accounts for cases and product orders
Re-activate existing accounts that begin to send cases again
Enter new case information into dental lab management software daily
Verify case received against account number
Search and identify incorrect case accounts
Generate and check the variety of reports and update accordingly
Gather information, record in system, resolve mixed case issue scenarios
Responsible for all IOS and digital case entries (Downloading & Entering) when needed
Scanning of paperwork for each case for electronic storage
Check all shelves for misplaced cases or hold cases
Log into computer, access and download digital files and Rx slips from multiple sources, organize them into respective digital folders, and export/upload as needed.
Participate in Company sponsored training and meetings as required
Support and incorporate Apex Mission, Vision and Core Values
Clean work area daily
Perform other duties as required and assigned