Customer Service Representative

Job Summary:

The Customer Service Representative plays a key role in supporting our orthodontic lab operations by serving as a primary point of contact for our customers. This position is highly phone-driven and requires excellent communication skills, strong attention to detail, and the ability to accurately review prescriptions and enter cases into our system. In addition to handling high-volume inbound and outbound calls, the role supports finance-related inquiries, provides pricing guidance, and ensures all case and customer information is entered correctly and in accordance with Partners Dental Studio standards. This individual works closely with the finance and production teams to ensure a seamless customer experience from case intake through billing.

Key Responsibilities:

• Handle a high volume of inbound and outbound phone calls, responding to customer questions in a professional, timely, and courteous manner.
• Respond to customer inquiries via phone and email related to case status, pricing, billing, and general lab services.
• Serve as a knowledgeable resource for orthodontic offices, providing clear and accurate information.
• Review orthodontic prescriptions for completeness and accuracy.
• Enter new cases into the lab management system with a high level of accuracy, ensuring all prescription details, product selections, add-ons, and notes are captured correctly.
• Identify missing or unclear information on prescriptions and proactively contact offices to obtain clarification.
• Ensure all cases follow Partners Dental Studio intake standards and workflows.
• Assist with billing questions, invoice requests, and basic