Customer Service/Technical Specialist- Dental Lab

Customer Service/Technical Specialist- Dental Lab

Full Time position

Mon- Fri 8am-5pm

Compensation: $20-$36/hour

Benefits include: health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement

Responsibilities:

• Handle customer calls
• Make follow up calls on completed cases for new doctors and for new products.
• Checking items on the work ticket, prescription, billing accuracy, and documenting
• Act as liaison between accounts and laboratory technicians
• Perform dental procedures when so requested or required by laboratory upper management.
• Evaluate dental cases in laboratory
• Work with technicians to critique or assist with design of cases for function, and aesthetics.
• Assist doctors with treatment plans for implant or other type cases.
• Consult with accounts regarding procedures or materials they use to improve the quality of their work and reduce repairs/remakes.
• Review case critique forms and discuss with accounts and appropriate lab personnel to eliminate problems.
• Call new accounts to identify preferences and establish an initial Lab/Doctor relationship.
• Analyze remakes by customer and ensure any issues are resolved.
• Follow up on all customer issues to be sure the issues identified are resolved to the customer’s satisfaction.
• Keep team and General manager aware of quality trends.
• Develop a plan to improve quality. Complete Root Cause Analysis on quality issues/concerns.

Skills/Experience

• Computer and Typing skills
• Experience in Microsoft Office (Outlook, Word, Excel)
• Great communication/telephone skills with positive demeanor
• Excellent Customer Service skills
• Attention to detail
• Dental lab experience or dental assisting experience preferred
• Dental Implant Knowledge
• Direct dental customer service experience on technical related issues