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Position Description
They are a member of the primary case entry team. They are responsible for ensuring that customer products are entered into the data base system quickly and correctly.
General Duties & Responsibilities
- Receives case, opens case and identifies contents and customer order requests.
- Accurately enter information on incoming cases into computer system and generate work tickets.
- Code cases in for data entry
- Make necessary changes to computer work tickets to place cases on “hold”, change dates, codes, etc.
- Scanning of paperwork for each case for electronic storage
- Look up previous paperwork in files as needed for case information or reworks.
- Understand case flow schedule of operations.
- All other duties as assigned.
Qualifications
Should be proficient in relevant computer applications, have knowledge of customer service practices and principles, excellent data entry and typing skills, and superior listening, verbal, and written communication and comprehension skills.
Skills and Abilities Required
- Should be proficient in relevant computer applications.
- Computer Skills
- Have knowledge of customer service practices and principles
- Excellent data entry and typing skills (45+WPM)
- Basic software knowledge– Navigate Labtrac efficiently.
- Superior listening, verbal, and written communication and comprehension skills.
- Understand different script terminologies for case entry.
- Must be able to read, write, speak and understand English.
- Strong attention to detail
- Strong ability to multi-task.
- Knowledge of dental anatomy and terminology preferred.
Statement of Purpose:
A Customer Experience Associate is a member of the primary contact team for customers interested in the products and services we offer. Customer Experience Associates are to provide superior service to all current and prospective customers over the phone and via email dedicated to resolving case issues including case inquiries, product questions, billing questions, and complaints. This position will work via phone and computer answering incoming calls, email requests, making outbound calls to ensure all case issues requiring or involving customer contact are handled in a timely and professional manner. A Customer Experience Associate will be responsible for understanding a problem, identifying the solution, and following through to ensure an acceptable resolution is achieved.
Description of responsibilities include but are not limited to:
- Receive incoming customer phone calls related to scheduling, pricing, billing, payments, and logistics.
- Take customer payments through internal accounting software (NetSuite)
- Calls for cases not meeting due date, shades needed, photos & simple dentists requests.
- Act as a liaison between the technicians and offices for providing product and technical advice.
- Proactively contact former and new office business targets on a structured basis utilizing call volumes to drive existing office growth and retention, as well as new office penetration.
- Service offices and dentists regarding pricing, products, complaints, etc.
- Record all customer contact information through LabTrac
- Operate internal phone systems and CRM platforms (Xima and Zoho)
- Assist Account Managers in building and maintaining relationships
- Ensure cases are placed on hold for additional follow-up and clear cases from hold when available.
- Ability to multi-task, prioritize and manage time effectively
Qualifications
- Minimum of 2 years customer service experience.
- Experience in working in a fast paced and goal-oriented environment.
- Minimum of 2 years dental experience preferred.
- Must be proficient with computers, with the ability to learn, understand, and fully utilize new programs and software.
- Strong working knowledge of dental lab processes, workflows, vernacular, and materials preferred.
- Excellent verbal and written communication skills.
- Ability to type 45+ WPM
- Ability to reliably work a full-time M-F, 8:30-5:00 schedule
- Strong ability to use de-escalation tactics and persuasion preferred
Strong ability to multi-task
As a Level 1 Helpdesk Technician, you will assist employees in all of their technology needs. This position is open to those in the Savannah, GA or Gainesville, GA area.
General Duties & Responsibilities
- Serve as the first point of contact for internal staff seeking technical assistance via phone, email, or in person.
- Provide remote troubleshooting by diagnosing and resolving basic technical issues related to hardware, software, and network connectivity.
- Walk staff through problem-solving steps and document solutions.
- Escalate unresolved issues to the appropriate support team.
- Assist with software installations, updates, and configurations.
- Maintain accurate records of user interactions and resolutions.
- Collaborate with other IT team members to ensure seamless operations.
- Contribute to internal documentation by creating knowledgebase articles to assist users.
Key Attributes & Qualifications
- Proven experience as a helpdesk technician or in a similar role.
- Basic knowledge of dental lab software and equipment (e.g., CAD/CAM systems, imaging software) may benefit this role, but is not required.
- Strong communication skills, both verbal and written.
- Customer-oriented mindset with a desire to help colleagues.
- Ability to work independently and as part of a team.