Job Title: Dental Customer Service

Location: Nashville, TN (Hybrid)

Duration: 5+ Months (Possibility of Extension)

Shift: Standard

Hybrid role ( 3 days in office and 2 remote).

Job Summary:

This can be a Hybrid role ( 3 days in office and 2 remote). We will require local candidates.

Bilingual French / English is a must.

Candidate will be taking calls from Canada dental facilities to assist with product orders, troubleshooting and to answer general questions around the dental products they have purchased.

I would like to see someone with Order Processing Software experience and SAP would be a big plus.

Dental Customer Service Job Description

Take inbound customer service calls and provide accurate, satisfactory answers to Dental Professional questions and concerns in both English and French

Take ownership to determine customers requirements and recommend appropriate solutions.

Effectively multitask while engaging with customers on the phone by properly utilizing resources and tools to drive a one call resolution.

Enter orders accurately and efficiently utilizing our order entry tool and applications. Properly upsell and cross sell products.

Effectively complete warranties, exchanges and returns in a timely manner.

Properly process account payments including credit and debit memos submissions.

Properly de-escalate situations involving dissatisfied customers, offering assistance and support towards an acceptable resolution through effective questioning and troubleshooting.

Properly utilize tools and resources and stay abreast of updates and information to complete daily work tasks.

Nurture and maintain relationships with existing and potential customers to drive Net Promoters and Most Often Recommended.

Maintain a professional work environment and relationships with customers and colleagues by adhering to behaviours and culture.

Maintain service level agreements and customer satisfaction by adhering to schedule, breaks and lunch while following departmental guidelines for time off requests.

Log in and available for shift start and throughout shift end. Multi-task to minimize use of ACW and AUX to complete tasks.

Properly log in and out of the phone and payroll systems for compliance with company and state laws.

May work directly with customers to promote products and solutions to generate and qualify leads to find new sales opportunities.

May work cross functionally on projects to drive customer satisfaction.