Customer Service Support Specialist

Customer Service Support Specialist

DentalEZ is a growing manufacturer of dental equipment who is hiring in Lancaster, PA! We are looking for outgoing and motivated individuals to join our team!

If you have proven customer service experience in a manufacturing environment, this is a career you need to explore!

Why join the DentalEZ team?

• Competitive compensation
• Schedule: 8:00am-4:30pm, Monday thru Friday
• Work/Life Balance
• Full benefit package including, 11 paid holidays, 15 days of paid time off, a company 401(k) match, medical, dental, and vision insurance
• Stable work in an essential business
• Small interpersonal culture

Summary Description and Skills:

The Customer Service Support Specialist is responsible for delivering exceptional customer service while handling repair requests and performing hands-on technical work. This role includes answering customer inquiries, providing repair estimates, processing payments, performing product repairs, and documenting all work.

Essential Duties and Responsibilities:

• Handle inbound customer calls regarding repair requests/estimates, product inquiries, warranty concerns, product registrations and support needs with professionalism and courtesy.
• Provide accurate repair estimates, process approvals, and follow up with customers to ensure satisfaction.
• Process customer payments and update records in company systems accurately and efficiently.
• Document customer interactions, repair orders, and updates in Oracle, as well as Zoom Workplace.
• Respond to technical correspondence via email or phone, escalating complex issues as needed.
• Represent the department in meetings, projects, and cross-functional initiatives.

Repair & Technical Work:

• Diagnose, troubleshoot, and repair company products for warranty and non-warranty repairs.
• Evaluate products to prepare repair cost estimates.
• Disassemble, repair, or replace defective or worn parts.
• Functionally test repaired units to ensure quality standards are met.
• Maintain work area and equipment according to 5S and safety standards.
• Assist with shipping and receiving repairs as needed.

Process & Quality:

• Follow company policies regarding quality, safety, warranty, and customer satisfaction.
• Identify process improvements and implement solutions to enhance efficiency.
• Make decisions within the scope of responsibility, including determining warranty status and initiating quality solutions.

Minimum Requirements:

• High School Diploma or equivalent required; some college preferred.
• 3 years' experience in Customer Service, including phone support required; dental, medical or biomedical industry preferred, but not required.
• Minimum 2 years' experience with product repair, assembly, or technical troubleshooting required.
• Mechanical aptitude and willingness to learn hands-on repair techniques.
• Excellent communication skills; ability to communicate clearly, persuasively, and positively in person, via phone and other electronic means.
• Ability to prioritize tasks, multi-task effectively, and work efficiently in a fast-paced environment.
• Resourceful, self-motivated, and able to work independently with minimal supervision.
• Ability to define problems, collect data, establish facts, and draw conclusions.
• Proficiency in using a computer, including Windows-based applications.
• Working knowledge of Microsoft Office Suite Applications.
• Experience with Oracle, SAP, or similar inventory control system preferred.

Essential Physical Requirements:

• Able to sit, stand and perform repetitive activities for sustained periods of time.
• Ability to work in a fast-paced, high pressure environment.
• Use hands to type on standard PC keyboard frequently.

We are an Equal Opportunity Employer, including disability and veteran status.

If you are interested in applying for employment with DentalEZ and need assistance or an accommodation to use our website, please contact us by email or phone.