Position Purpose/Overview
The Removable Technical Consultant position is responsible for technical support to our customers in relation to our Removable Product Line including but not limited to Dentures, Partials, metal framework, flippers, custom trays, base plate/bite rims and any other removable product or materials. This position is a combination of client interaction ensuring customer satisfaction/retention, system/database administration, and clarification of prescription non-conformances prior to fabrication. This selected individual will assist the department to provide our customers with prompt, attentive communications.
Responsibilities/Duties/Functions/Tasks
- Provide phone consultation and technical advice to customers including doctors and dental office staff
- Provide recommendations to customers on appropriate material options for best product outcome
- Make outbound calls to dental office customers to resolve out of production case issues
- Evaluate case issues and provide alternative solutions to customers in order to prevent remakes
- Maintain daily call
- Ensure call communications are properly documented in the customer relationship management system (LabTrack/CRS) including saving and attaching photos to case records.
- Maintain key performance indicators for call productivity such as case turnaround time and call volume
- Accurately represent DDS Lab products and warranties
- Ensure that customers receive a follow-up or response to inquiries within designated time frames determined by management.
- Provide support to Account Management and Inside Sales teams by proactively accepting escalated technical calls transferred from non-technical staff.
- Manage Aging Cases workload by sorting and organizing cases as needed to meet customer fulfillment requirements.
- Respond to non-technical customer questions in order to maintain a one-call resolution and high customer service standards.
- Comply with safety and health protocols
- Other Duties as Assigned
Skills
- Utilize on-the-spot stress reduction management techniques to avoid an unsatisfactory customer experience.
- Understand application of Removables case materials and solutions.
- Ability to problem solve within a limited time frame while a customer is on the phone.
- Ability to maneuver a mouse, digital camera and use basic keyboarding skills to alternate between several databases.
- Maintain the highest degree of professionalism, remembering to speak clearly, using a positive tone of voice during customer calls and while working in the call center area.
- Superior attention to detail
- Dependable and reliable; willing to take on needed duties to fulfill the goals of this operation and take responsibility for one’s own actions.
- Ability to respond to angry and aggressive customers in a professional manner.
- Ability to adhere to assigned schedule.
- Ability to adhere to dress code standards.
- Fluent in written and spoken English
Qualifications (Experience, Education, Licensure, Certification)
- Minimum 4 years’ experience as a Dental Lab Technician
- High School Diploma or GED required
- Understand application of removables case materials and solutions.
- Fluent in written and spoken English
Special Position Requirements
- CDT preferred
- Prior experience in a dental lab preferred
