Customer Experience Coordinator

Overview

The Customer Experience Coordinator is responsible for providing a professional approach and creating excellent customer experiences when handling all customer inquiries regarding small equipment repair.  This role requires a high level of autonomy due to the nature of triaging branch or customer requests for technical repair and repair estimation.

Why join the Patterson Dental National Repair Center?

Patterson Companies is an industry-leading specialty distributor serving the dental, veterinary and rehabilitation supply markets. Driven to meet the needs of healthcare professionals in these growing markets, Patterson provides a total-package approach to doing business. Employees at the National Repair Center have been working with dentists for decades and understand how important handpieces and other small equipment are to a practice.  Our customers benefit the knowledge that comes from our certified technicians who can diagnose and fix nearly any issue, as well as the convenience and peace of mind that come with relying on one trusted partner for everything they need.

Responsibilities

Communication

• Addresses inquiries and concerns with customers through inbound and outbound calls
• Responds efficiently and accurately to callers, explaining possible solutions, and ensuring that customers feel supported and valued
• Coordinates with vendors or branch locations to quickly resolve any customer questions
• Partners with repair specialists to create estimates for repairs and responds to customers with appropriate timeline and additional relevant information
• Engaging in active listening with callers, confirming or clarifying information, and diffusing situations, as needed
• Verify repair information with repair specialists or technicians for proper documentation

Repair Coordination

• Provides customer quote for repair
• Enter data from customer paperwork into system for tracking and billing
• Create emails, fax cover sheets, and estimates
• Utilize company programs to answer inquiries from customers
• Complete shipping forms and return documents
• Create daily invoicing
• Responds promptly to customers in 24 hours or less after first contact and provides estimates to customers in 24-48 hours after items have been received

Qualifications

Minimum Qualifications:

• High school diploma or equivalent required
• Must have a mechanical aptitude
• Expresses strong customer service orientation or related dispatching experience through excellent written and verbal/phone communication skills, with a two-year minimum experience in customer service environment
• Exhibits strong organizational and multi-tasking skills, demonstrates sound judgment and excellent decision-making abilities, while showing a great attention to detail
• Ability to read and understand assembly drawing and instructions
• Uses technology with efficiency and possesses basic computer skills, including knowledge in Microsoft 365 business suite
• Ability to positively contribute to the team environment by taking initiative to learn and improve upon skillsets
• Outstanding troubleshooting and problem-solving skills
• Ability to multi-task in a fast-paced environment

 Preferred Qualifications:

• Associates degree or equivalent technical training
• Previous dental repair dispatch or repair knowledge

What's In It For You:

We provide competitive benefits, unique incentive programs and rewards for our eligible employees:

• Full Medical, Dental, and Vision benefits and an integrated Wellness Program.
• 401(k) Match Retirement Savings Plan.
• Employee Stock Purchase Plan (ESPP).
• Paid Time Off (PTO).
• Holiday Pay & Floating Holidays.
• Volunteer Time Off (VTO).
• Educational Assistance Program (Tuition Reimbursement).
• Full Paid Parental and Adoption Leave.
• LifeWorks (Employee Assistance Program).
• Patterson Perks Program.

Why Join Patterson?

Click here  to see what it’s like to be a part of our winning team! Patterson isn’t just a place to work, it’s a partner that cares about your success.