Customer Service Specialist

Henry Schein Arlington, TX
Why our company is a great place to work …

Join a Fortune 300® company in the growing healthcare industry and work for their largest technology division. Henry Schein Practice Solutions, a subsidiary of New York-based Henry Schein, Inc., develops practice management software and electronic services that help dental practices run their businesses. Our solutions lead the market in technology advances and market share, and include product leaders such as Dentrix, Dentrix Enterprise, and Dentrix Ascend (cloud-based). Our customers include many of the dental industries' highest profile constituents, including the U.S. Department of Defense.

Our parent company, Henry Schein, Inc. is the world's largest provider of health care products and services to office-based dental, medical, and animal health practitioners. A Fortune 300® Company and a member of the S&P 500® and NASDAQ 100® Indices, Henry Schein employs over 22,000 Team Schein Members throughout the world and serves more than one million customers. The Company's sales reached a record $12.5 billion in 2017. Henry Schein has also been recognized by Ethisphere for six consecutive years as the "World's Most Ethical Company" in the Healthcare Products category, underscoring the company's longstanding commitment to leading ethical business standards and practices.

JOB OVERVIEW:

This position is responsible for providing customer service, and resolving product and service issues for customers, field technicians, and field reps.

KEY RESPONSIBILITIES:

* Initiate, handle, and resolve multiple phone calls, emails, voicemail, chat, web forms, and in person requests from customers, field technicians, and field reps. Interface with internal and external customers, handle multiple in-bound and out-bound phone calls, and handle multiple emails on a daily basis.

* Identify and assess customer needs. Respond promptly to inquiries, concerns, complaints, and requests. Provide appropriate solutions and alternatives. Process applicable documentation. Direct requests to the proper, designated resource. Follow up to ensure resolution.

* Answer questions regarding products and services.

* Process customer orders as required.

* Process, schedule, and coordinate remote services and field services.

* Act as a resource for the department to educate others on processes and procedures. Ensure consistency and quality service in customer interactions.

* Ensure that timely and effective customer service expectations are met or exceeded at all times.

* Work toward and assist in the achievement of individual, team, and departmental goals.

* Provide professional communication, both written and verbal.

* Documents all service request information into internal database systems according to stringent guidelines and procedures.

* Participate in company meetings and trainings.

* Participate in special projects and perform other duties as required.

WORK EXPERIENCE:

Typically 3 or more years of related experience.

PREFERRED EDUCATION:

Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.

GENERAL SKILLS & COMPETENCIES:

* Strong time management skills and the ability to prioritize work and meet deadlines

* Very good attention to detail and accuracy

* Customer service oriented and the ability to work with complex issues

* Ability to plan and arrange activities

* Very good interpersonal communication skills

* Very good written and verbal communication skills

* Ability to maintain confidential and highly sensitive information

* Ability to work in a team environment

* Ability to multi-task

* Ability to manage conflict

* Capacity to work effectively under pressure

* Establish productive working relationships at multiple levels within the organization

SPECIFIC KNOWLEDGE & SKILLS:

* Strong reading, writing, and typing skills. Excellent communication skills, both verbal and written. Experience with handling multiple phone calls and emails daily. Strong customer service skills and experience.

* Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, and call center phone systems is typical.

* Basic experience and knowledge of IT related products and services are preferred.

Full-Time Benefits Available:

* Earn generous PTO (Paid Time Off)

* Earn 7 Paid holidays

* Get evenings and weekends off!

* Competitive Medical, Dental, and Vision benefits

* 401K with competitive company match

* Flexible Spending Account (FSA)

* Life Insurance, Short and Long Term Disability, AD&D

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers.