Contact Center Representative (Hybrid)

Pittston, PA

Customer Service Representative (hybrid) at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What's in it for YOU?

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  Excellent Compensation Packages

  
  
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  Medical, Dental and Vision Benefits Effective on Day 1

  
  
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  401k Package Effective on Day 1

  
  
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  Paid Time Off Program

  
  
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  Profit Sharing

  
  
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  Hybrid Work Environment

  
  
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  Associate Discounts and Community Giveback Programs

  
  
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  College Tuition Savings Program

  
  
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  Caring Family Culture Toward all Associates

  
  
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  Certified as a FORTUNE Great Place to Work

  
  
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  Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups

  
  
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  Family owned for 90+ years

  
  

Position Summary:

As the Customer Service Representative, you will take incoming calls from dentists, dental offices, and dental laboratories and ensures customer satisfaction. Customer Service Representatives accurately enter orders for merchandise and small equipment, enter credit card payments, and answer customer questions.

Your Shift:

Monday through Wednesday 9:30AM to 6:00PM

Thursday and Friday 12:00PM to 8:30PM

Your Pay:

Hourly rate of $18.00 per hour with the ability to increase to $19.00 after 6 months.

Do YOU Possess These Skills/Attributes?

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  Excellent customer service abilities. Customer Relationship Management (CRM) is a plus

  
  
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  Ability to communicate effectively and professionally

  
  
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  Excellent computer and telephone skills

  
  
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  Great attention to detail, cooperation and dependability

  
  

Do These Duties and Responsibilities Interest YOU?

• Performs other duties as assigned
• Complies with all policies and standards to support the efficient operations of the department and company
• Logs in phone on time as scheduled each day, unless otherwise instructed. Conscientiously makes efforts to maintain the service level goal by closely watching Talkdesk dashboards, answering and expediting calls during heavy call flow, not making outgoing calls during heavy incoming calls, and checks and resolves voice mail at appropriate times. Makes productive use of "down time". Quality Monitoring 93%
• Accurately enters customer's orders via phone/fax for merchandise and small equipment, including direct and employee cash sales. Effectively uses CRM; demonstrates knowledge and proper use of CRM; enters and records requests on all follow-ups, new accounts, account changes, new item numbers, bulk plan changes, backorder cancellations; enters customer service notes. Utilizes the VOC Database effectively, adhering to the instructions as outlined in the VOC Guide. Monitors Suspended Order queue. Accurately enters credit card transactions while on the customer call or processes through Outsystems as required.
• Accurately documents discussions with RM's, customers, and TR's in a timely manner; effectively utilizing the Activity List in Prelude to provide quality customer service. Effectively communicates with all departments using Outsystems. Ensures that all communications with customers (external/internal) are courteous, cordial, business-like and timely.
• Efficiently sends information to customers upon request. -product and services literature. Effectively researches products directly with vendors or through the Internet.
• Completes BluChip redemptions and appropriately explains program to customers as needed.
• Suggests upsell items, buy/gets and promotional items from Benco publications and Proton during every applicable call.
• Keeps management informed by providing accurate and timely information that ensures customers are served efficiently in meeting their expectations.
• Follows through with customer requests regarding credits, billing issues, and call backs in a timely manner.

Do YOU Meet These Requirements?

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  High School Diploma/GED

  
  
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  Ability to work the following shift:

  Monday through Wednesday 9:30AM to 6:00PM

  Thursday and Friday 12:00PM to 8:30PM

  
  
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  1-3 years Customer Service experience, required

  
  
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  Call handling experience working out of a que, preferred

  
  
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  Effectively communicates in English (read, write, and speak)

  
  

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  Technical Requirements- As this is a Remote/Work from Home Position:

  
  
  
  
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    Minimum 5mbps (5,000 kbps) Internet Speed.

    
    
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    Connection via Ethernet Cable (Avoid Wi-Fi)

    
    
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    Avoidance of other people using/sharing the same bandwidth connection while calls are taking place, especially concerning:

    
    
    
    
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      Streaming Multimedia content (4K/Full HD Movies)

      
      
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      Online gaming

      
      
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      Downloading large content (torrents)

      
      
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      Enabled recordings on any DVR/Set-up-Boxes

      
      
    
    
    
    
  
  
  
  

Who We Are: It's our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930-a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking "What does the customer want?"

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!

We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.