Customer Service Team Lead

Job Description:

DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.  

Who is DEXIS and why should you join the team?  

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.   

We also offer: 

• Competitive Pay and Bonuses.  
• PTO, Sick Time and Paid Holidays.  
• Tuition Reimbursement
• Competitive leave policies including but not limited to Sick, Jury Duty, Bereavement, Personal, and Parental Leave
• Medical, Dental, and Vision Insurance Benefits effective DAY ONE!!!!  
• 401K – with exceptional company match starting DAY ONE!!!!  
• Community involvement opportunities & employee appreciation events.  
• Newly renovated, state of the art, climate-controlled facility.  
• Newly built 1200 sq fitness room.
• Large outdoor patio area with gazebo.
• Gourmet coffee, beverages, snacks, and lunches are available in our café.  
• Employee Lounge with pool table, shuffleboard and skeet ball for downtime and employee fun!  
• EVC Charges for Electric/Hybrid cars

Where are we?  

Situated on the southern edge of the Lehigh Valley and easily accessible from northern Philadelphia suburbs and the surrounding areas, the Quakertown facility is our North American hub for the design and manufacturing of leading dental imaging devices and software.  The facility has a growing, energetic, and diverse mix of professionals spanning engineering, operations, regulatory and quality backgrounds that work collaboratively in the fast-paced medical device field.  A friendly and open atmosphere helps to foster strong personal and professional relationships across the organization.    

POSITION SUMMARY:

The primary function is to provide quality and efficient customer service to customers through daily management of support team by motivating, mentoring, training and problem solving.  This position will support and perform customer service duties to include, answering escalated customer questions or resolving issues. Additional responsibilities include assisting with training of team members, managing escalation emails from sales, technical support, marketing, etc. and assisting the team supervisor with additional duties as needed.  

Essential Duties and Responsibilities:

• Act as a role model, coach, and mentor with the ability to develop and motivate others within the customer service team.
• Builds rapport with the team and creates a positive working environment by fostering engagement.
• Provides direct assistance to CS team for technical and CS process related queries.
• Troubleshoot basic and advanced escalation issues with internal and external customers via phone, email, and chat.
• Provides direction and communication to employees so customer or dealer cases are answered in a timely, efficient and knowledgeable manner.
• Provide continual evaluation of processes and procedures.
• Assist in development and maintenance of playbook for processes and procedures.
• Review and investigate all escalations until completion and escalating when appropriate.
• Perform quality checks for