Implants Call Center Manager

Glidewell Laboratories, the largest dental lab in the United States, is looking for an experienced and professional Call Center Manager for our Implants Department.

 

Job Summary: Serves as liaison between the customer and Glidewell Laboratories.  Performs variety of general office tasks and promotes Glidewell Laboratories products and services. Supervises call center and technical advisors.

Duties Includes:

· 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.

· Complies with customer service policies and procedures meeting call center operational standards.

· Relies on extensive technical knowledge to make decisions and accomplish departmental goals. Assists customers in problem solving, planning, development and execution of stated goals and objectives.

· Ensures customer retention and satisfaction. 

· Evaluates each case thoroughly and advises doctors on which product is the best for the particular case.

· Makes outbound calls on cases that need assistance. 

· Assist technical advisors when help is needed.

· Supervise call center, making sure production is running smoothly.

 

 

Minimum Requirements:

· High School Diploma or GED. Bachelors preferred, but not required.

· Must have 5+ years of Implants products knowledge and customer service experience in a call center environment.  

· Ability to keyboard 45-55 wpm accurately.

· Proficient knowledge of general office procedures.

· Proficient in English verbal communication skills, including professional telephone manner.

· Ability to make administrative/procedural decisions and judgments.

· Ability to create and compose written materials with proper English grammar and punctuation

· Reliability, dependability and flexibility.

· Multi-task oriented.

· Problem solving abilities.

· Management skills.

· Must be able to work overtime when needed.

 

 

This is a full time position with benefits offered after 90 days of employment. Salary depends on experience.

 

If qualified, please submit your resume and cover letter to brandon.nelson@glidewelldental.com .