Contact Center Representative - Strategic Markets bei Benco Dental

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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 (5,000 kbps) Internet Speed.

  • Connection via Ethernet Cable (Avoid Wi-Fi)

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

    • Streaming Multimedia content (4K/Full HD Movies)

    • Online gaming

    • Downloading large content (torrents)

    • 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.

*This position is a field-based / territory-based / virtually- based / remote-based position that does not require consistently reporting to a physical Benco location.