Contact Center Representative

Job Description:

We are a fast-growing dental practice with over 24 pediatric offices and 16 orthodontic offices across four states. As a Contact Center Representative, you will be the first point of contact for parents and patients, responsible for handling inbound and outbound customer inquiries and ensuring prompt and professional resolution. Your primary tasks will include responding to phone calls and emails, scheduling appointments, entering detailed notes into our patient management system, and educating patients about our services and protocols. You will also contribute to enhancing the overall customer experience through innovative approaches. The ability to multitask, navigate multiple screens and systems efficiently, and provide accurate patient information is essential. Additional responsibilities may be assigned as needed.

Our Ideal Candidate:

• Organized and team oriented.
• Bubbly personality and adaptable to changes.
• Able to provide superb customer service over the phone.
• Possesses professionalism, patience, and a "people-first" attitude.
• Fast and efficient without compromising quality.
• High school diploma required.
• 1 year of call center experience within the last 3 years (REQUIRED)
• Dental experience with Denticon is a huge PLUS!
• Excellent customer service and interpersonal skills
• Ability to adapt to change and work under pressure
• Clear and professional communication skills, both verbal and written
• Detail-oriented, problem-solving capabilities, and organizational skills
• Flexible schedule availability, including high demand days
• Quick learner, comfortable with technology, and adaptability to changing environments.
• Motivated to be a consistent performer.
• Familiarity with complex or multi-line phone systems
• Comfortable working in fast-paced environments
• Computer literacy is required.

Benefits:

• Medical, Dental, Vision, and Life insurance, and other voluntary benefits for full-time employees
• Pay incentives, including a performance-based bonus system.
• Paid training
• Biweekly pay on Fridays
• 401(k) with HSA/FSA options
• Paid holidays and PTO for full-time employees
• Flexible scheduling

General Expectations to Succeed as a CCR:

• While working remotely, team members must adhere to all the conditions and policies of ODP regardless of location.
• Remote team members are expected to be available and communicative during scheduled work hours.
• Team members must maintain a quiet and distraction-free workspace and maintain all equipment necessary for their job.
• The performance metrics used in the office will be applied to those working remotely as well.
• During regular work hours, team members must be working and accessible. Any correspondence or phone calls/messages must be answered in a timely matter.