About this role
Protec Dental Laboratories is a growing full-service dental laboratory located in Olympic Village area. We are seeking a dynamic individual to join our team in a Customer Service Specialist role. The ideal candidate must have good communication and interpersonal skills, a natural curiosity and willingness to learn, and the ability to work effectively in a fast-paced environment as a team player and independently.
The Customer Service Specialist will report to the Customer Service Supervisor.
What You Will Be Doing
● You will be answering 70-100 calls per day in a call centre environment.
● Provide administrative support such as answering inbound telephone calls, live chat and email offering information on products and services.
● Promptly and accurately schedule pickups and update detailed information on cases and accounts by entering accurate call notes in the internal system CPM.
● Have good product knowledge and be willing to expand dental knowledge constantly.
● Communicate with customers, colleagues and managers in a professional manner.
● Identify customer needs and assist customers in navigating the company website and portal.
● Make outbound calls on cases that need assistance.
● Gather customer service feedback and share with Customer Service Team Lead.
● Seek advice and input from the Customer Service Team Lead.
● Scheduling patients for Custom Shade appointments.
Quality Assurance and Training
● All calls are recorded for quality assurance and training purposes.
● Agents participate in monthly call quality reviews with their Team Lead, including
listening to and receiving feedback on randomly selected recorded calls.
What You Will Need
● Exceptional communication and interpersonal skills.
● 2 years of Call Centre work experience preferred.
● Experience in a customer service role.
● Strong computer skills, Including Microsoft 365.
● Strong organizational and excellent time management skills.
● Aptitude for working both collaboratively and independently.
● Ability to work quickly and accurately with strong attention to detail.
● Willingness to learn and grasp new technology.
● High School Diploma.
The Perks
● Extended health care including medical, dental and vision.
● Transit friendly and lots of great eats in the neighborhood.
● A great team.
● A chance to join one of the most progressive labs in Canada.
Job Type
● Full-Time Monday to Friday from 8:00AM-5:00PM.
Please note: As part of our recruitment process, shortlisted candidates may be asked to complete skills assessments relevant to the position, including computer proficiency and customer service assessments.
Job Types: Full-time, Permanent
Pay: $23.65 per hour
Benefits:
• Casual dress
• Company events
• Dental care
• Extended health care
• Vision care
Application question(s):
• Are you currently legally authorized to work in Canada?
• Do you currently require, or will you require in the future, employer sponsorship to work in Canada?
Experience:
• high-volume call centre environment: 2 years (required)
Work Location: In person