Sales Call Center Representative

Job Description:

Lead Center Representative

POSITION SUMMARY

The Lead Center Representative (LCR) plays a vital role in outreach, prospecting, and qualifying leads on behalf of Microsite Health’s client’s. The primary objective of the LCR is to convert inquiries about dental implants into appointments for consultations. This involves promptly responding to leads received through phone calls, text messages, or emails, and nurturing them effectively. The LCR represents Microsite Health as well as our clients and is expected to be professional while providing exceptional customer service and ensuring a positive experience for potential patients. The shift is Monday through Friday 9:00 am - 6:00 pm EST.

PRINCIPLE RESPONSIBILITIES

Lead Outreach and Qualification:

• Answer incoming calls and make outbound calls for the Dental Implant Hotline on behalf of multiple dental offices
• Utilize our Lead Management Software (CRM) to track, contact, and text leads, ensuring prompt follow-up and effective lead management
• Screen potential patients to determine their qualification for dental implant procedures
• Schedule appointments for interested patients who meet the necessary criteria

Communication and Relationship Building:

• Professionally represent Microsite Health and our clients, adhering to established communication "scripts" for various topics
• Identify customers' needs, clarify information, conduct research when necessary, and provide suitable solutions or alternatives
• Build sustainable relationships with potential patients by going the extra mile to ensure their satisfaction and engagement
• Maintain comprehensive records of all conversations and interactions in our Call Center database, ensuring accurate and up-to-date information

Collaboration and Improvement:

• Attend weekly team meetings to enhance knowledge and performance, actively participating in training sessions and sharing insights with colleagues
• Regularly meet with the manager of the Implant Sales Center to review weekly results, progress toward goals, and the status of key customer relationships
• Collaborate with the team and management to identify areas for improvement, propose solutions, and contribute to the overall success of the Implant Sales Center

KEY COMPETENCIES

• Communication Skills:
• Excellent verbal and written communication skills to effectively engage with leads, dental offices, and team members
• Provides clear and concise responses when communicating with colleagues, customers, and patients
• Ability to follow communication "scripts" and adapt communication style based on customer needs and preferences
• Active listening skills to understand customers' needs, clarify information, and provide suitable solutions or alternatives
• Customer Focus:
• Strong customer service orientation and going above and beyond to build sustainable relationships and ensure customer satisfaction
• Ability to identify customers' needs and effectively address their concerns, demonstrating empathy and problem-solving skills
• A customer-centric mindset, consistently striving to exceed customer expectations and deliver a positive experience

3. Organization and Time Management:

• Strong organizational skills to manage multiple tasks, track leads, and ensure timely follow-up and appointments
• Ability to prioritize tasks effectively, meet deadlines, and adapt to changing priorities in a fast-paced environment
• Attention to detail in documenting conversations and maintaining records accurately in the Call Center database

4. Professionalism and Confidentiality:

• Uphold a high level of professionalism and ethical conduct in all interactions with team members, customers, and management
• Adhere to company policies and guidelines, demonstrating integrity and promoting a positive work culture

5. Problem Solving and Adaptability:

• Proactive problem-solving skills to address customer inquiries, research issues, and provide suitable solutions or alternatives
• Ability to adapt to new processes, technology, and changes in the sales environment
• Flexible and resilient in handling challenges, demonstrating a growth mindset and the ability to learn from mistakes

QUALIFICATIONS

• High school diploma or equivalent; additional education or training in sales, customer service, or related fields is a plus
• Proven experience in sales, customer service, or Call Center environments (3-5 years)
• Familiarity with dental implants and dental terminology is preferred
• Proficient computer skills, including experience with CRM software and databases
• Excellent verbal and written communication skills
• Strong problem-solving abilities and customer-focused mindset
• Ability to work in a fast-paced environment and manage multiple priorities
• Demonstrated ability to work effectively in a team-oriented setting

Note: This competency-based job description is intended to provide a comprehensive overview of the responsibilities and qualifications required for the Lead Center Representative (LCR) position. It should be used as a guideline to evaluate candidates' suitability for the role and may be adjusted as per organizational requirements.

Microsite Health is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. The statements used herein are intended to describe the general nature and level of an employee's work in this position. They are not intended to be construed as an exhaustive list of responsibilities, duties, and skills required by an incumbent so classified. Furthermore, they are subject to change at the discretion of the Company.

Employment with Microsite Health is on an at-will basis. This means that either you or Microsite Health may terminate the employment relationship at any time, with or without cause or notice. This at-will employment relationship will remain in effect throughout your tenure with the company. It may only be altered in writing by an express and authorized agreement signed by you and William Hanekamp, CEO of Microsite Health. Any oral or implied agreement shall not modify the at-will nature of your employment. This policy outlines the flexibility needed for both the employee and the company to respond to the changing needs of both parties.

At Microsite Health, we are committed to fostering an inclusive and diverse workplace. We believe that the unique contributions of all our team members are the drivers of our success. We strive to create an environment where everyone from any background can do their best work. We celebrate diversity and are committed to creating an inclusive environment for all employees. We seek to recruit, develop, and retain the most talented people from diverse candidates. We embrace the differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. Microsite Health’s diversity initiatives are applicable—but not limited—to our practices and policies on recruitment and selection, compensation and benefits, professional development and training, promotions, social and recreational programs, layoffs, terminations; and the ongoing development of a work environment built on the premise of gender and diversity equity.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Office
• Remote

Application Question(s):

• Do you have experience working in a Call Center?
• Do you have any sales experience?
• Do you have any remote working experience?

Work Location: Remote