Customer Service Representative

Join National Dentex - a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Currently, we have several labs throughout the country. Our team is growing, and we are hiring a number of key positions within our organization including this opportunity for a 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. #J-18808-Ljbffr National Dentex Laboratories (NDX)