Contact Center Representative - Strategic Markets

Pittston, PA (2 days onsite)

Customer Experience Specialist - Strategic Markets 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?

• Excellent Compensation Packages

• Medical, Dental and Vision Benefits Effective on Day 1

• 401k Package, Paid Time Off Program, and Profit Sharing

• Hybrid Work Schedule (2 days onsite)

• Associate Discounts and Community Giveback Programs

• College Tuition Savings Program

• Caring Family Culture Toward all Associates

• Certified as a FORTUNE Great Place to Work

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

• Family owned for 90+ years

Position Summary:

As the Customer Experience Specialist - Strategic Markets, you are responsible for receiving and responding to external and internal customer inquiries, issues and orders; resolving issues/problems.

Your Shift:

Monday through Friday from 11AM – 7:30PM

Your Pay:

Hourly rate of $18.00 per hour with the ability to get to $19/hr in 6 months

Do YOU Possess These Skills/Attributes?

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

• Ability to communicate effectively and professionally

• Excellent computer and telephone skills

• Great attention to detail, cooperation and dependability

Do YOU Have a Specialty in the Following Areas?

• Strategic Markets: Responsible for receiving and responding to external and internal customer inquiries, issues and orders; resolving issues/problems; assisting in the overall support and daily functions of our National/large Group Accounts and Sales Representatives

Do these responsibilities interest you?

• Accurately enters customer's orders via phone/fax for merchandise and small equipment, including direct, totes 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.

• Conscientiously makes efforts to maintain the service level goal by closely watching Talk Desk, answering and expediting calls during heavy call flow, not making outgoing calls during heavy incoming calls, and checks voice mail at appropriate times. Ability to multi-task between special projects and routine responsibilities. Makes productive use of down time.

• Is a positive role model in the department. Meets all performance standards, including quality and attendance. Quality Monitoring 93%. Logs in phone on time as scheduled each day for a total of 7 hours, unless otherwise instructed.

• Ensures that all communications with customers (external/internal) are courteous, cordial, business-like and timely.

• Effectively researches products directly with vendors or through the Internet. Efficiently sends information to customers upon request. -product and services literature.

• Assists management and communicates any concerns to the management team. Possess a high level of integrity and establish credibility with peers and management. 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. Takes ownership of issues assigned to them and resolves the issue for the customer. Effectively communicates with all departments

• Efficiently monitors Prelude queues, i.e . AOH and suspended orders.

• Accurately documents discussions with RM's, customers, Directors and TRs in a timely manner

• Participate in Benco's Job Shadow/Rotation Program as assigned by supervisor. Attends product training classes once per week or as scheduled.

Do YOU Meet These Requirements?

• High School Diploma/GED

• Technical Requirements- As this is a hybrid Position:

  • Minimum 5mbps (