Customer Support Representative

Title: Customer Support Representative- EdgePro

Location: United States - Remote

Job Description:

Don’t just work somewhere, join Brasseler and be a valued team member of a world-class health care organization!

 

 

Our Culture:
Provides a safe and welcoming environment where team members can balance their lives and develop their careers. All people and experiences are valued and respected. Different perspectives are encouraged and lead to better results. This makes us who we are and enables us to be a world-class healthcare organization. All who join us are accountable to this charge.

 

 

Our Philosophy:

Quality products sold with integrity has been the hallmark of Brasseler USA from the beginning. Brasseler USA’s strong reputation of providing high quality, clinician endorsed and innovative dental and medical instrumentation nationally has spanned over 40 years. We have been offering a full-range of products made in the USA since 1976. Many of our products are manufactured at our headquarters in Savannah, GA.

 

 

Explore our career opportunities below to learn more.

 

JOB OVERVIEW:

 

This position is responsible for to provide in depth EdgePro product knowledge to our clients by diagnosing, troubleshooting, resolving application questions, and providing education on EdgePro functions and features while working with them, and properly escalating potential problems as needed.

 

KEY RESPONSIBILITIES (Please include % of time for each responsibility): 

 

• Diagnose, troubleshoot, and resolve application/device questions and potential issues.
• Create and maintain call metrics as far as response time and strive to unify the client/call response time to better support an install.
• Manage ongoing list of service reports to provide feedback to manufacturer to integrate recommended improvements for future software updates.
• Provide education to clients on functions and features while working with them so they can become more self-sufficient.
• Clearly and concisely document all correspondence and activities related to orders in Nexternal.
• Processes EdgePro customer orders/changes/returns according to established department policies and procedures.
• Work closely with the Manufacture support team as a liaison to bridge the client service relationship.
• Proactively and appropriately share well thought out, constructive feedback and ideas to better the department and/or EdgeEndo as a whole.
• Provides timely feedback to the company regarding service failures or EdgePro client concerns.
• Work to meet or exceed individual, department, and corporate goals and imperatives.
• Practice discretion of a portfolio product as it relates to commercial operations of the business.
• Responsible for influx of customer service calls when directed or as needed.
• Seek and maintain continuous Manufacture solution knowledge and related industry knowledge.
• Accountable for responsible user credential safeguards as it relates to Nexternal customer database.
• Other duties as assigned.

 

SPECIFIC KNOWLEDGE & SKILLS: 

 

• Customer Service Sensitivity
• Technical Capacity
• Dental procedure/industry knowledge
• Customer Service Expertise

 

GENERAL SKILLS & COMPETENCIES: 

 

• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Excellent interpersonal communication skills
• Excellent  written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization

 

MINIMUM WORK EXPERIENCE: 

 

Typically 4 or more years of related experience.

 

PREFERRED EDUCATION: 

 

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

 

TRAVEL / PHYSICAL DEMANDS:

 

Travel typically less than 10%. Office environment. No special physical demands required.

 

The posted range for this position is $45,282 to $62,263 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including education, prior experience, training, current skills, certifications, location/labor market, internal equity, etc.​

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Other benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO , Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

 

Benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, Generous Time Off, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities.

*Benefits may vary by location or status.

 

Henry Schein is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.