Dental Lab Customer Services Representative

Customer Service Representative

Drake Precision Dental Laboratory Inc., a leader in dental prosthetics manufacturing, is excited to announce the availability of a Full-Time Customer Service Representative position. This role offers the opportunity to join a dedicated team focused on delivering exceptional service and support to dental professionals.

This is an on-site position and is not eligible for remote work.

The Customer Service Representative plays an important role in supporting dentists and their teams by answering questions, providing updates, and ensuring every interaction with our lab is helpful, professional, and solution-focused. The ideal candidate enjoys talking with people, solving problems, and providing outstanding customer care.

Duties and Responsibilities

• Answer incoming phone calls and emails from dental offices, assisting with questions about cases, products, services, and delivery timelines.
• Provide clear and helpful updates on case status, turnaround times, and shipping information.
• Guide clients through our product options, helping them understand the best solutions for crowns, dentures, and other dental prosthetics.
• Address client concerns with professionalism and empathy, working to quickly resolve issues and ensure a positive experience.
• Communicate effectively with internal teams, including production and shipping, to gather information and ensure client needs are met.
• Maintain accurate records of client communications and case information in our system.
• Follow up with dental offices when additional information or clarification is needed for their cases.
• Learn and stay informed about our products and services to confidently assist clients.
• Help create a welcoming, responsive experience for every dentist and team member who contacts our lab.

Requirements

• High school diploma or equivalent required.
• Previous experience in customer service, call center, or client support roles preferred.
• Strong verbal and written communication skills, with the ability to explain information clearly and professionally.
• Friendly, patient, and solution-oriented approach when assisting clients.
• Ability to remain calm and helpful when handling questions or concerns.
• Basic computer skills and comfort learning new software systems.
• Ability to multitask in a fast-paced environment while maintaining attention to detail.
• Team-oriented attitude with a willingness to collaborate with coworkers to support client needs.
• Knowledge of dental terminology or dental lab processes is a plus but not required; training will be provided.