Customer Service RepresentativeNational Dentex Laboratories (NDX) • Florida, New York, United States
Customer Service Representative
National Dentex Laboratories (NDX)
- Florida, New York, United States
- Florida, New York, United States
Über
Customer Service Representative
THIS IS A REMOTE / HYBRID OPPORTUNITY.
The regular hours for this position are from 8:00 AM to 5:00 PM, Monday through Friday, and subject to change from time to time.
This is a full-time position featuring employee benefits including: health, dental, vision, disability, and life insurance; paid holiday, vacation, and sick time; 401K with company contribution; and tuition reimbursement!
Primary Responsibilities and Essential Functions of the Position:
Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
Works closely with the manager
Ensures employees have appropriate training and other resources to perform their jobs.
Provide mentoring, coaching, and guidance to peers
Works as a member/leader of special or ongoing projects that are important to area/process improvement.
Uses appropriate judgment in upward communication regarding department or employee concerns.
Answer inbound calls
Research case status
Resolve case concerns
Escalate Customer concerns as needed
Input case updates/requests into the dental lab management software
Minor adjustments
Shade updates
Capture doctor preferences on inbound call
Make outbound calls from assigned queues
Input administrative entries into the dental lab management software in reference to leads, prospects, products, etc
Thoroughly answer customer inquiries or questions that may arise
Answer product FAQ’s
Initiate and research the preparation of credit memos
Review RX’s for accuracy
Determine when to forward calls to the appropriate level of management
Deliver onboarding and training for new customers on the company’s digital customer portal, ensuring smooth adoption and confident platform use.
Provided step‑by‑step guidance through portal features, account setup, navigation, and self‑service tools.
Respond to customer inquiries via phone, email, and chat, offering clear, accurate, and timely support.
Troubleshot portal access issues, login problems, and user‑reported errors, escalating technical cases when needed.
Create or suggest training materials, quick‑start guides, and FAQs to improve customer understanding and reduce support volume.
Conduct live virtual training sessions and one‑on‑one walkthroughs tailored to customer needs and skill levels.
Skills and Abilities Required:
Strong verbal and written communication skills
Detail-oriented – ability to manage multiple projects/assignments at one time
Dependable, Team Player
Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasks
Conflict Management
Communication
Delivering results
Developing others
Motivation
Resilience
Relationship Building
Team Working
Analytical thinking
Developing self
Facilitating training sessions
Minimum Education and Experience:
Required: High school diploma or GED
Associates Degree Preferred
8+ years of inbound Call Center experience
Hazardous Materials or Equipment Used:
All Office Equipment
Potential Exposure to Blood borne Pathogens
Physical Requirements:
Works in an office environment, with good ventilation and normal noise levels from office equipment.
May have long periods of sitting at desk and high volume phone calls.
Regular need to write or use a keyboard to communicate through written means.
Some lifting between 5 to 20 lbs. may be required.
Travel may be required up to 5% of the time
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Sprachkenntnisse
- English
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