Job Description

Job Description

Job Description

Position Summary :

The Customer Service Rep position serves as the first point of contact for Clients. This position is responsible for providing professional, high-level Customer Service by delivering instructions and resolving issues related to testing administration/set-up, reports, Client specific testing policy, permissions, and primary client application navigation. This position serves as a positive influence in a rapidly changing environment.

Primary Responsibilities/Accountabilities :

• Receive, respond to and resolve inbound Client contacts on client's equipment.
• Manage unresolved cases utilizing appropriate resources within required timelines.
• Performs and maintains acceptable performance levels as measured against the following metrics: client hold time, call lengths, call volumes, call quality, and overall customer satisfaction.
• Document and communicate to appropriate resources any recurring/critical client issue received.
• Knowledgeable about assigned Program/Client, service offerings, policies/standards, and processes.
• Participate in error reporting and correction and continuous improvement of system processes and staff and department performance.
• Demonstrate knowledge of patient care areas, the instruments and dental devices they use, and their collective and individual needs, concerns, and expectations.
• Provide excellent Customer Service, partnering with and offering assistance and service recovery when there's a complaint.
• Reassemble, inspect and test all multi-part devices assuring they are complete and will function safely and as expected.
• Operate department equipment safely. Use and check performance indicators to assure proper function and initiate corrective action if a malfunction is identified.
• Assists in patient handling equipment training as needed.
• Be able to work under supervision and incorporate feedback to improve performance
• Ability to consistently perform well in a fast paced working environment
• Manage multiple job functions simultaneously
• Other duties as needed

Required Skills & Abilities

• High School Diploma/GED equivalent; Associate's degree preferred
• Exceptional verbal and written communication skills
• Excellent customer communication skills that project confidence, enthusiasm, and a professional image
• Strong problem-solving and analytical skills
• Strong time management skills
• Demonstrated interpersonal and teamwork skills
• Proven technical skills with a strong familiarity with the Microsoft Office Suite
• Dental office experience preferred
• Korean bilingual required

BENEFITS

• Medical up to 100% company sponsored
• Dental and Vision,100% Company sponsored
• Basic Life Insurance and AD&D, 100% Company sponsored
• Short Term and Long Term Disability Insurance, 100% Company sponsored.
• 401(k) plan with a company match up to 3%
• Paid Time Off, including pro-rated Paid Sick Time Off
• One floating holiday
• 9 Paid Holidays per year

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