Call Center Representative

Position summary
As a Customer Service Representative, you’ll be a critical part of our team, handling both inbound and outbound calls to support our dental clients and ensure patients have a seamless experience. This isn’t just any customer service role—you’ll also assist with scheduling appointments, processing patient inquiries, and updating records. Whether you’re on the phone helping a patient or documenting interactions in our CRM, your work will help keep things running smoothly for our clients.

Key Responsibilities:

• Inbound answering service: Handle inbound calls professionally as the first point of contact for dental clients, providing accurate information and assistance.
• Outbound recall: Manage outbound calls to schedule dental hygiene appointments and follow up with patients to ensure continuity of care.
• Customer issue resolution: Address patient inquiries, resolve issues effectively, and escalate more complex matters as needed.
• Documentation: Log all call details and updates accurately in the CRM system to maintain organized records.
• Collaboration: Work closely with dental clients and team members to ensure seamless scheduling and service delivery.
• Performance goals: Meet or exceed metrics, including call response times, appointment scheduling targets, and customer satisfaction scores.
• Service knowledge: Stay informed about dental-specific services to better assist patients and enhance the client experience
  

What you’ll bring to the team

• Strong English communication skills – Clear, confident written and verbal skills to assist patients and dental clients effectively.
• Experience in customer service or call center roles – Prior experience is a plus, especially in roles involving inbound or outbound calls.
• Attention to detail – Accuracy in scheduling appointments and documenting interactions is essential.
• Tech-savvy mindset – Comfortable using CRM tools and other software to manage call logs, patient records, and scheduling.
• Problem-solving skills – Ability to address patient concerns calmly and find solutions efficiently.
• Time management – Capable of handling high call volumes while staying organized and meeting performance metrics.
• Adaptability – Flexible availability to work varying shifts, including evenings and weekends.
• Dental or healthcare experience (preferred) – Familiarity with dental terminology or scheduling systems is a bonus but not required.
• A team-focused attitude – Willing to collaborate with colleagues to ensure a smooth and supportive work environment.