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JOB SUMMARY:
To support the relationships between the customers and GPS lab.
ESSENTIAL FUNCTIONS:
Initiate and document contact with existing customers to build and improve relationships between customers and the producing laboratory
Initiate and document contact with existing customers to expand services to customers
Educate customers regarding products and services
Respond to and document customer complaints and take necessary action to convert negative customer experiences into positive outcomes
Resolve customer complaints and problems whenever possible and escalate problems to appropriate laboratory personnel if necessary
Answer inbound customer inquiries
Assess customer needs and offer appropriate products, services and promotions based on those needs
Track, record and review frequency and types of service or quality problems and communicate results to laboratory management
Maintain and update customer database with relevant customer information
Provide other customer data, such as customer retention and average sales per customer, and submit data to laboratory management
Plan, arrange and represent laboratory in various activities such as dental meetings and seminars
Administer and manage promotional activities initiated by Marketing
ENVIRONMENTAL CONDITIONS/EQUIPMENT USED:
General office conditions with limited exposure to dental laboratory operations
Uses a computer, printer, telephone, photocopier and facsimile machine
EDUCATION, EXPERIENCE AND QUALIFICATIONS:
Excellent phone etiquette, communication and interpersonal skills and the ability to resolve conflicts with customers
Must be a self-starter with good initiative and assertiveness
Must be well organized and possess good reasoning ability and be able to make decisions independently
Must possess good time management skills with the ability to multitask and prioritize tasks with limited supervision
Position Requirements
EDUCATION, EXPERIENCE AND QUALIFICATIONS:
High school graduate or equivalent. Associate degree or equivalent preferred
Clinic or dental experience preferred
Prior experience working in an office setting preferred but not required
Working knowledge of word processing, spreadsheet and database systems and the ability to operate standard office machines
Strong attention to detail and the ability to process data efficiently and accurately
Excellent communication skills and the ability to resolve conflicts with customers
Ability to multitask and prioritize tasks with limited supervision
Ability to lift up to ten pounds and occasionally heavier
