Customer Care Representative

Job Description

Job Description

About DDS Lab

Founded in 2005, DDS Lab is a full service, National Board-Certified dental laboratory delivering customized, high-quality solutions to dental service organizations, mid-size group practices, and independent dentists nationwide. Headquartered in Tampa, FL, DDS Lab is a trusted partner to dental professionals, known for exceptional customer service and reliable, tailored solutions that meet the unique needs of each practice.

Customer Care Representative – Onsite, Phone-Based Role

Position Overview

DDS Lab is seeking a Customer Care Representative to provide high-quality customer support through inbound and outbound phone communication as well as computer-based interactions. This role serves as the primary point of contact for customers, assisting with inquiries, providing information, and addressing concerns in a professional and timely manner.

The Customer Care Representative ensures that all interactions are handled with courtesy, accuracy, and efficiency, while maintaining confidentiality and compliance with company policies. This position requires strong phone communication skills, active listening, and the ability to multitask across multiple systems during calls.

The ideal candidate is customer-focused, detail-oriented, and able to maintain professionalism in a fast-paced call environment while delivering a positive and supportive experience to every customer.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently.
• Provide accurate information and assistance to customers regarding services, policies, and general inquiries.
• Address customer concerns and resolve issues while maintaining a positive and solution-oriented approach.
• Respond to incoming calls and email requests and make outbound calls to resolve case issues or discrepancies between prescriptions and impressions to ensure high-quality case outcomes.
• Respond to general customer inquiries about products, services, billing and shipping.
• Document all customer interactions accurately in the appropriate systems.
• Maintain confidentiality and comply with company policies and procedures.
• Collaborate with internal departments to ensure customer needs are addressed appropriately.
• Assist Dental Technicians with follow-up calls to ensure high-quality case outcomes.
• Ensure cases issues are resolved within expected timeframes and follow-up calls are completed as needed.
• Place cases on hold for additional follow-up and clear cases from hold when resolved.
• Ensure that all information is written and documented in all customer and case management systems.
• Follow established call scripts and guidelines for case resolution.
• Assist with the general Customer Service call queue and operations during downtime.
• Demonstrate strong active listening skills to understand customer needs and provide effective support.
• Maintain professionalism and composure in a fast-paced, high-call-volume environment.

Qualifications / Requirements

• High school diploma or equivalent; some college coursework preferred.
• Proven experience in a customer service or call center environment preferred.
• Excellent verbal communication skills and professional phone etiquette.
• Strong active listening and problem-solving abilities.
• Ability to multitask and navigate multiple computer systems simultaneously.
• Detail-oriented with strong organizational and documentation skills.
• Ability to maintain professionalism, patience, and composure in a fast-paced environment.
• Computer proficiency, including MS Office or similar software; experience with CRM or call center software is a plus.
• Ability to work independently as well as collaboratively in a team setting.

Skills

• Able to project a positive, confident tone when communicating with dental staff.
• Critical thinking and problem-solving skills.
• Communicate both professionally and effectively on the phone or in email to ensure cooperation and teamwork between the customer and lab.
• Computer skills including internet, Word, Excel & Outlook.
• Clerical and organizational skills required.

If you’re looking for an opportunity to make an impact and grow with a collaborative team, we encourage you to apply and look forward to learning how your experience can contribute to our success at DDS Lab.