Crown World Careers

Description

Essential Functions:

• Coordinates and performs a range of department support activities; serves as a liaison between other divisions/departments.
• Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering information on all products, updating new account information and inputting call notes in GCM.
• Communicates with customers, colleagues, dental technicians and managers in a prompt articulate manner.
• Complies with customer service policies and procedures meeting call center operational standards.
• Processes orders and prepares correspondence.
• Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Ensures customer retention and satisfaction.
• Completes all of the tasks on the CSR checklist.
• Maintains a day to day professional relationship with schedulers, technical advisors and managers.
• Establishes positive working relationships with internal and external customers by helping the customer feel valued, appreciated and involved in discussions and decisions.
• Takes personal responsibility for customer service challenges, correcting them quickly and in a positive manner.
• Seeks advice and input from the supervisor or manager when needed.
• Assists customers in problem solving, planning, development and execution of stated goals and objectives.
• Acts promptly and does the unexpected to exceed the customer's expectations.
• Performs the front lobby console duties when needed and complies with the front desk procedures.
• Maintains ACD availability minimum of 50%.
• Provides support for problems; researches and resolves customers’ complaints.
• Trains new customer service representatives.
• Gains customer confidence and commitment by soliciting and listening to customer needs and feedback, using that information to drive the initiatives of the company.
• Provides support for complex problems.
• Relies on extensive knowledge and experience to make decisions and accomplish departmental goals.
• Makes outbound calls on cases that need assistance.
• Works with other associates, using their expertise and opinions to make well thought out decisions.
• Keeps team and customers informed, communicating the next steps and any challenges.
• Provides and receives feedback, acknowledges contributions and shares alternatives in situations for development.
• Possesses in-depth knowledge of technical aspects of all Glidewell products.
• Trains and coaches staff to consistently meet or exceed customer needs and enhance quality customer relations. Works with associates to overcome customer challenges.
• Encourages staff to educate and inform customers on products and services.
• Effectively guides interactions by setting a purpose, asking for and providing clarification and facilitating agreement to reach objectives.
• Performs other related duties and projects as business needs require at direction of management.

Education and Experience:

• High school diploma or equivalent. Associate’s Degree in a related field of study or equivalent experience in a call center environment, a plus.
• Minimum four (4) years in Customer Service and minimum two (2) years in an ACD Call Center environment; OR minimum three (3) years of experience in dental industry (RDA, DA, CDT, trained dental technician).

Pay Range: $24.00-$28.00/hr

Crown World embraces innovative digital processes and specialize in the production of esthetic, all-ceramic restorations such as BruxZir® Solid Zirconia crowns & bridges.

This is a unique opportunity to get in on the ground floor of a company whose passion is its' employees. In addition to a supportive work environment and friendly corporate culture, Crown World offers full benefits (medical, dental, vision, 401K, paid time off, and holidays).

Crown World is an equal opportunity employer, including disability and veteran status.

Note to Current employees: Please apply through Employee Transfer Application to complete the transfer request form.