Repairs Experience Specialist

Benco Dental
paid time off, 401(k), profit sharing
United States, Pennsylvania, Pittston
Mar 13, 2025
Pittston, PA Hybrid (2 days a week onsite) Repairs Experience Specialist Position at Benco Dental At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you! What's in it for YOU? Excellent Compensation Packages Medical, Dental and Vision Benefits Effective on Day 1 401k Package, Paid Time Off Program, and Profit Sharing Hybrid position requiring 2 days a week onsite Associate Discounts and Community Giveback Programs College Tuition Savings Program Caring Family Culture Toward all Associates Certified as a FORTUNE Great Place to Work Opportunities to join resource groups that promote Diversity, Equity, and Inclusion Family owned for 90+ years Position Summary: In this Repairs Experience Specialist position you will provide exceptional customer service to internal and external customers in a fast-paced, ever-changing environment; serving as the first point of contact for all customer inquiries related to service repairs, and parts related requests and inquiries. Do YOU Possess These Skills and Attributes? Excellent customer service abilities. Customer Relationship Management (CRM) is a plus Ability to communicate effectively and professionally Excellent computer and telephone skills Great attention to detail, cooperation and dependability Do These Responsibilities Interest YOU? Ensures that all communication with customers (internal/external) is courteous, cordial, business-like and timely. Efficiently covers phones for part and repair calls based on business need. Communications with customers are professional. Emails should be well written, and responses must be very thorough, answering all questions fully. Spell check is utilized. Correctly enters repair orders in Prelude and captures all needed repair information reported by phone from customers, sales team, and service technicians. Effectively utilizes the vendor repair requirements database in Teams to ensure all needed repair information is gathered and repair is set up correctly. Retrieves return authorizations from vendors when required Utilizes ROW to retrieve and provide correct shipping label to the party shipping the repair and correctly adds tracking information to the repair. Set up rental orders at the request of sales team, technicians, or customers when available Follows up on the status of a repair with repair correct repair facility at the request of the customer, sales team, or technician. Effectively communicates with repairs team, repairs supervisor or repairs manager for support with questions and/or exceptions Conscientiously makes efforts to maintain the service level goal by closely watching service level, answering and expediting calls during heavy call flow, not making outgoing calls during heavy incoming calls, and checks voice mail at appropriate times. In a timely, accurate manner, enters customer part orders, including factory directs. Contacts vendors to obtain product/part numbers or technical information and properly relays information to customers and technicians. Follows up with purchasing on customer back orders to ensure a timely delivery of parts to the customer. Capable of properly entering return authorization invoices for parts, including proper instructions for ARS labels. In a timely manner, mails/faxes literature, diagrams, or copies of invoices or statements to customers upon request. Do YOU Meet These Requirements? High School Diploma/GED Technical Requirements- As this is a Hybrid Position: Minimum 5mbps (5,000 kbps) Internet Speed. Connection via Ethernet Cable (Avoid Wi-Fi) Previous experience in a customer support role, Strong phone, and verbal communication skills along with active listening, Ability to multi-task, Who We Are: It's our Mission to Drive Dentistry Forward Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930-a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states. We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking "What does the customer want?" If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you! We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.