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National Dentex Customer Service Representative II in Hawthorne, California


Join West Coast Dental Lab - a leading healthcare organization specializing in the dental industry. We offer a full spectrum of specialized products, services, and technologies to address any dental restoration need. Our team is growing, and we are seeking to fill a number of key positions within our organization including this opportunity in Hawthorne, CA for a Full Time Customer Service Representative II.

The regular hours for this position are 8am to 5pm, Monday through Friday. These hours will be subject to change as business needs dictates; weekends may be scheduled occasionally on an as needed basis.

Salary is negotiable and will be determined by skills, knowledge, abilities, and experience.

Primary Responsibilities and Essential Functions of the Position:

  • Answer inbound calls and emails

  • Schedule fed-ex pickups

  • Research case status

  • Resolve case concerns

  • Escalate Customer concerns as needed

  • Input case updates/requests into the dental lab management software

  • Minor adjustments

  • Shade updates

  • Answering LAB communication and removing holds

  • Capture doctor preferences on inbound call

  • Modify cases within the dental lab management software

  • Cancel cases

  • Schedule RUSH cases

  • Update due dates

  • Update shipping method

  • Minor Accounting process’

  • Process payments

  • Send out invoices/statements

  • Issue credit based on preset limits

  • Make outbound calls from assigned queues

  • Data entries into the dental lab management software in reference to leads, prospects, products, etc.

  • Thoroughly answer customer inquiries or questions that may arise

  • Answer product FAQ’s

  • Initiate and research the preparation of credit memos

  • Review RX’s for accuracy

  • Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

  • Determine when to forward calls to the appropriate level of management

Skills and Abilities Required:

  • Strong verbal and written communication skills

  • Strong computer skills – MS Office - Excel, Word, Outlook

  • Detail-oriented – ability to manage multiple projects/assignments at one time

  • Dependable, Team Player

  • Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple tasks

  • Ability to deal with angry or frustrated customers, or customers who may not fully understand their situation

  • Ability to solve customer problems with first call resolution

  • Strong business acumen. Knowledgeable in current and possible future policies

  • Working dental vocabulary and knowledge of industry terms


  • Ability to enter data and navigate computer screens while managing a conversation

  • Clear communication skills

  • Active listening skills

  • Ability to demonstrate empathy

  • Ability to de-escalate angry customers

  • Patience

  • Ability to use positive language

  • Willingness to learn and adapt

  • Ability to defuse and resolve conflict

  • Pleasant, friendly and calm demeanor

Minimum Education and Experience Required:

  • High school diploma or GED

  • 4+ years of inbound Call Center experience which included resolving customer issues

Hazardous Materials or Equipment Used:

  • All Office Equipment

  • Potential Exposure to Bloodborne Pathogens

    Physical Requirements:

  • Works in an office environment, with good ventilation and normal noise levels from office equipment.

  • May have long periods of sitting at desk and high volume phone calls.

  • Regular need to write or use a keyboard to communicate through written means.

  • Some lifting between 5 to 20 lbs. may be required.

  • Travel may be required up to 5% of the time




  • Enthusiastic: Shows intense and eager enjoyment and interest

  • Functional Expert: Considered a thought leader on a subject

  • Dedicated: Devoted to a task or purpose with loyalty or integrity



  • Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

  • Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

  • Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization



  • High School or Equivalent or better



  • 4 years: Inbound Call Center experience which included resolving customer issues

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)