Dental Lab Customer Service Specialist (CSS)
14 days ago
Fridley
Job Description We are seeking a highly motivated Customer Service Specialist to join our dynamic team. In this role, you will be responsible for delivering exceptional customer service and ensuring that each customer interaction leaves a positive, lasting impression. The ideal candidate will have an intense sense of empathy, excellent communication skills, and the ability to solve problems quickly while maintaining a pleasant and professional demeanor. Key Responsibilities: * Respond to customer inquiries via phone, email, and chat in a timely and friendly manner. * Actively listen to customer concerns and work to resolve issues with professionalism and empathy. * Identify and troubleshoot issues by gathering relevant information and providing effective solutions. * Document interactions and keep detailed records of customer inquiries, complaints, and feedback in our Lab Management Software (LMS). * Champion our Lab Management Software (LMS). * Lead and improve the Dental Cases Logistics, Packing and Shipping of Fridley Operations. * Collaborate with internal teams (Sales, Technical Support, etc.) to address customer needs and ensure smooth resolutions. * Follow up with customers to ensure their issues have been resolved and that they are satisfied with the support they received. * Handle escalations calmly and efficiently, providing solutions aligning with customer satisfaction and company policy. * Promote a positive company image by consistently delivering friendly, helpful, and empathetic customer service. * End of Day case reporting and tracking. Required Skills and Traits: * Excellent communication skills (both verbal and written) with the ability to convey information clearly and concisely. * Strong problem-solving abilities with the capacity to handle complex customer issues and think on your feet. * Empathy and emotional intelligence to connect with customers and provide personalized support. * Highly organized with excellent time management skills to handle multiple inquiries efficiently. * Patience and resilience in dealing with difficult or frustrated customers, maintaining a positive and calm attitude. * Technical proficiency and the ability to quickly learn and adapt to new systems, tools, and processes. * Attention to detail to ensure accurate recording of customer interactions and resolutions. * Pleasant personality with a friendly, approachable, and professional demeanor that reflects the values of our company. * Adaptability to changing customer needs, company policies, and evolving technologies. Qualifications: * High school diploma or equivalent required; associate or bachelor's degree preferred * 5+ years of customer service experience preferred, ideally in a high-volume environment. * Dental Anatomy or Dental knowledge is a plus * Dedicated team player with a positive, customer-oriented mindset. What We Offer: * Competitive salary and benefits package. * Opportunities for professional growth and development. * A supportive and collaborative work environment.