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| Position Reports to: |
Designated Manager or Supervisor, as assigned |
| Position Directly Supervises: |
None |
| Purpose of Position: |
Serves as liaison between the customer and Glidewell Laboratories. Performs
variety of general office tasks and promotes Glidewell Laboratories products and services. |
| Job Group Description: |
Customer Service – Technical Advising |
| Overtime Status: |
Non-Exempt |
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| Essential Duties: |
- Coordinates and performs a range of department support activities; serves as a liaison between other
divisions/departments.
- Provides administrative support such as answering inbound telephone calls, checking on ship dates, offering
information on all products, updating new account information and inputting call notes in GCM.
- Communicates with customers, colleagues, dental technicians and mangers in a prompt articulate manner.
- Complies with customer service policies and procedures meeting call center operational standards.
- Relies on extensive technical knowledge to make decisions and accomplish departmental goals.
- Assists customers in problem solving, planning, development and execution of stated goals and objectives.
- Ensures customer retention and satisfaction.
- Evaluates each cases thoroughly and advises doctors on which product is the best for the particular case.
- Makes outbound calls on cases that need assistance.
- Maintains a day to day professional relationship with dental technicians and managers.
- Follows-up on specific requests made by the doctors on the particular cases.
- Seeks advice and input from the manger when needed.
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| The preceding functions have been provided as examples of the type of work performed by employees assigned to this job classification. Management reserves the right to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. |
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| Specific Rules, Procedures and Duties Related to a TA Position: |
- Complies with the specific attendance rules set up by the department supervisor.
- The lunch break of 60 minutes is to be taken at the designated time, unless differently approved by the department supervisor.
- In a full working day TAs are entitled to a 10-minute break twice a day according to the departmental schedule.
- The TAs are expected to adhere to the highest standards of job performance and personal conduct:
- If unable to report to work on time, the department supervisor needs to be notified directly as far in advance as
possible;
- If the supervisor is not available, a fellow co-worker in the same shift needs to be contacted; thereafter, the supervisor
needs to be contacted again to establish a direct communication;
- Since conversations among the TAs’ can easily be overheard by customers on other calls, it is required to keep the
group gatherings, visitations by friends and other personal conversations to a minimum;
- Any ideas, recommendations, concerns and/or complaints are welcomed and should be directed to the department
manger.
- Credits and discounts can only be approved by the designated TA.
- All cases requiring advanced technical knowledge need to be directed to the department manger first; if the
department manager is not available the cases should be directed to the floor manager.
- Evaluates cases thoroughly using departmental evaluation procedures and guidelines.
- TA is required to complete a minimum of 75 cross-sell letters in a month.
- Maintains an automatic call distribution availability of at least 60 to 65 %.
- Maintains the inbound and outbound calls to a minimum of 250 per week.
- All team members are responsible to adhere to the minimum requirement of 2% abandonment and 4%
overflow. |
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| Objectives or Goals to Measure Performance: |
- Timeliness in completing assignments.
- Accurate work product.
- Adherence to Company and Division policies and procedures.
- Customer/Client satisfaction.
- Positive team attitude.
- Taking initiative in unassigned tasks.
- Excellent attendance and punctuality.
- Compliance with dress code policy.
- Professionalism.
- Maintains the confidentiality of data.
- Compliance with general Glidewell Laboratories policies and procedures listed in Employee Handbook.
- Maintains positive working relationship with other team members.
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| Minimum Skills or Experience Requirements: |
- High School Diploma or GED.
- May require a bachelor’s degree in area of specialty.
- Minimum 2 years of ACD experience and/or 5 years of CSR experience or more than 3 years in a dental background (RDA, DA, CDT).
- Ability to keyboard 45-55 wpm accurately.
- Proficient knowledge of general office procedures.
- Proficient in English verbal communication skills, including professional telephone manner.
- Ability to make administrative/procedural decisions and judgments.
- Ability to create and compose written materials with proper English grammar and punctuation
- Reliability, dependability and flexibility.
- Multi-task oriented.
- Problem solving abilities.
- Time management skills.
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| Special Requirments / Certification: |
| None. |
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| Physical Demands and Environmental Conditions |
| This is primarily an office setting environment with moderate noise levels and no direct exposure to hazardous physical substances. Employees have occasional exposure to irate customers. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard and standard office equipment. The position occasionally reaches pushes and pulls drawers to retrieve information. |
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| Employment at Will: |
| Unless expressly proscribed by statue or contract, your employment is “at will”. All Glidewell Laboratories employees are at will, which means theymay be terminated at any time and for any reason, with or without advance notice. Employees are also free to quit at any time. Any employment relationship other than at will must be set out in writing and signed by the President of the Company or the Vice President of Human Resources. |
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