(Archived) Dental Call Center Agent

Job Purpose

To effectively and efficiently answer inquiries and provide information to the general public, customers, and other interested parties regarding activities conducted at dental clinics and corporate office departments. Transfers non-appointment calls to appropriate individual/department within the corporate office.

Essential Duties and Responsibilities

The Inbound Call Center Agent performs many tasks requiring both interpersonal and technical skills.

Duties and Responsibilities:

• Operate telephone to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
• Schedule appointments and maintain and update appointment calendars.
• Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.
• Enter data into computer for use in preparing documents and adjusting accounts.
• Maintain records of contacts, accounts, and orders.
• Other duties as may be assigned.

Qualifications

Knowledge, Skills, and Abilities

• Knowledge of principles and processes for providing customer service. This includes meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of operation of telecommunications systems.
• Technology skills needed include use of Softphone software, and call distribution software.
• Must be able to talk to others to convey information effectively.
• Must be aware of others’ reactions and understand why they react as they do.

• Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.

Qualifications (Experience, Education, Licensure, Certification)

• High school diploma or equivalent.
• 1-2 Years of related work experience in a call center or customer service role.
• Excellent computer skills including MSOffice.
• Excellent organizational skills and attention to detail.
• Excellent communication skills.
• Bi-lingual skills a plus.
• Job requires being honest and ethical.

Work Conditions and Schedules

• The Inbound Call Center Agent works under the general supervision of the Call Center Manager, and is closely supervised by Team Lead in their day-to-day activities. The office environment is fast paced.
• The Inbound Call Center Agent works in a well-lit, clean environment. The work space is typically a cubicle environment. The noise level is moderate.
• The Inbound Call Center Agent works full time. Some evening or weekend hours may be required to meet customer service levels.

Physical Requirements

• Ability to remain in a stationary position, sitting and/or standing, for extended time [e.g. sitting at a desk, working at a computer].
• Must be able to hear and speak to customers/patients over the telephone.

Nothing in this job description restricts Familia Dental’s right to assign or reassign job duties and responsibilities for this position at any time.