Technical Consultant Removable

DDS LAB LLC•Tampa, FL

8d•Onsite

About The Position

The Removable Technical Consultant position is responsible for technical support to our customers in relation to our Removable Product Line including but not limited to Dentures, Partials, metal framework, flippers, custom trays, base plate/bite rims and any other removable product or materials. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.

Requirements

Minimum 4 years’ experience as a Dental Lab Technician.
High School Diploma or GED required.
Understand application of removable case materials and solutions.
Fluent in written and spoken English.
Ability to problem solve within a limited time frame while a customer is on the phone.
Ability to maneuver a mouse, digital camera and use basic keyboarding skills to alternate between several databases.
Maintain the highest degree of professionalism, remembering to speak clearly, using a positive tone of voice during customer calls and while working in the call center area.
Superior attention to detail
Dependable and reliable; willing to take on needed duties to fulfill the goals of the company.

Nice To Haves

CDT preferred.
Prior experience in a dental lab preferred.

Responsibilities

Provide phone consultation and technical advice to customers including doctors and dental office staff
Provide recommendations to customers on appropriate material options for best product outcome
Make outbound calls to dental office customers to resolve out of production case issues
Evaluate case issues and provide alternative solutions to customers in order to prevent remakes
Maintain daily call
Ensure call communications are properly documented in the customer relationship management system (Lab Track/CRS) including saving and attaching photos to case records.
Maintain key performance indicators for call productivity such as case turnaround time and call volume
Accurately represent DDS Lab products and warranties
Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
Provide support to Account Management and Inside Sales teams by proactively accepting escalated technical calls transferred from non-technical staff.
Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards.