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Customer Service Representative (Remote)
Location: Independence, Ohio (applicant must live with 50 miles of the location)
Working Hours: Full-time, Monday to Friday 8AM-5PM
Location: Independence, Ohio (applicant must live with 50 miles of the location)
Working Hours: Full-time, Monday to Friday 8AM-5PM
Starting Wage: $17.50+ depending on qualifications
Job Summary
ROE is a renowned full-service dental laboratory with a rich legacy dating back to the 1920s. For decades, we have forged lasting partnerships with dentists, prioritizing patient satisfaction and minimizing chair time. Our team of highly skilled technicians is committed to delivering top-quality services and exceptional customer experiences.
Our Customer Service department is the heartbeat of our organization, where we create lasting impressions. If you're enthusiastic, possess excellent communication skills, radiate positivity, and are eager to learn while collaborating within a supportive team, this role is tailor-made for you.
While this position is primarily remote, we understand the importance of hands-on training. Your initial training will be conducted on-site, with occasional on-site sessions in the future to foster team cohesion and continued training.
Responsibilities
Responsibilities
- Deliver Excellence: Your primary goal is to provide the best possible Customer Service experience to our valued clients.
- Inbound and Outbound Calls: Handle incoming calls professionally, assisting with tasks such as scheduling pickups, setting delivery dates, transferring calls, processing payments, and more. You'll also make outbound calls to offices.
- Document Management: Send requested documents to customers and maintain organized records.
- Financial Management: Check account balances in QuickBooks and accurately communicate balance information to customers, while also taking customer payments
- Appointment Scheduling: Schedule patient appointments
- Voicemail Management: Regularly check voicemail for Customer Service inquiries and pickup requests.
- Data Management: Add photos into lab management system and ensure accurate record-keeping for online cases.
- Product Knowledge: Accurately answer queries regarding costs, fabrication processes, and time requirements.
- Courier Coordination: Complete daily AM/PM pickup logs for couriers to ensure efficient logistics.
- Case Scheduling: Accurately schedule Phase 1 cases and coordinate "Specials" cases as needed.
- Email Management: Monitor the "Info" email account and respond to inquiries promptly.
- Online Account Assistance: Assist customers with online account management, addressing any technical issues or questions.
- Lab Management System Notes: Manage doctor account notes within the Labtrac system, ensuring thorough and accurate documentation.
- Adaptability: Be prepared to take on other miscellaneous tasks as determined by company management to support evolving company needs.
Qualifications and Skills
- High School Diploma or GED required; an Associates degree or higher is preferred.
- A minimum of 2 years of dental or medical experience is preferred.
- Exceptional communication and problem-solving skills, with a focus on efficiency.
- Proficiency in technology and advanced computer navigation skills.
- Strong attention to detail, organizational skills, and decision-making abilities.
- Ability to work both independently and collaboratively as part of a team.
- Demonstrated ability to anticipate issues and handle them independently.
Benefits
- Medical Insurance
- Vision Insurance
- Life Insurance
- In-House Dental
- 401(K) Plan
- PTO for most Holidays
