Customer Service Representative

Primary Responsibilities and Essential Functions of the Position:

• Answer phones in a timely manner
• Process outgoing calls in a timely manner
• Troubleshoot basic technical issues, including making calls to doctors on time, shade, poor impressions and missing items or information
• Build solid relationships with staff members in customer offices, including participation in local, regional and state dental staff organizations
• Liaison between customer and lab staff
• Schedule all cases in Magic Touch
• Invoice all completed cases
• Payment and lockbox posting
• Follow up on all outsourced cases
• Complete an “administrative quality inspection” on all cases, including checking items on the work ticket, prescription, billing accuracy, and adding personal notes where appropriate
• Analyze remakes by customer and ensure any issues are resolved
• All other duties as assigned

Skills and Abilities Required:

• Must be able to read, write, speak and understand English
• Must have computer skills including typing and familiarity with Microsoft Office products
• Verbally communicate via telephone-maintaining a positive demeanor
• Verbally communicate with all levels of staff-maintaining a positive demeanor
• Takes initiative
• Listening Skills
• Attention to detail and accuracy

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