Customer Service Representative (Phone Team)

Join our Team!  DEXIS is looking for individuals who work their best, help others, and commit to helping us improve our customer lives and celebrate the difference in others.  We have several new and exciting opportunities available as we expand our Customer Care team into Costa Rica!

Who is DEXIS and why should you join the team?  

We are the leading manufacturer and distributor of innovative dental imaging equipment, software, and solutions. We offer meaningful work through innovation, diverse opportunities, and career progression.   

We also offer: 

• Competitive Pay and Bonuses.  

• Vacation, Sick leave, and Paid Holidays.  

• Employee Referral Program

• Competitive leave policies including Sick, Bereavement and Maternity/Paternity Leave

• Medical, Dental, and Vision Insurance Benefits

• Community involvement opportunities & employee appreciation events.  

• State of the art, climate-controlled facility.  

Where are we?  

UltraPark I, La Aurora, Heredia.

About the position:

The primary function of this position is to respond to order inquiries, process return labels, and to advise on warranty questions. Additional responsibilities include receiving and making outbound customer calls including corresponding via email, managing customer and equipment data and effective use of resources, systems, and databases.   

Departmental hours of operation are Monday – Friday, 7:00am – 4:00pm Central Time in support of US/Canadian customers. 

Essential duties and responsibilities: 

• Provide world-class customer service, response time and follow through to internal and external customers 

• Engage with customers in a friendly and professional manner while actively listening to their concerns 

• Works directly with external and internal customers either by telephone, electronically or in-person, coordinating information with teams, departments and dealer partners 

• Effectively manage workload to meet customer expectations and organization’s goals. 

• Timely processing of transactions and responses to inquiries 

• Follows documented procedures 

• Ability to de-escalate customer situations in order to obtain first call resolution (FCR). 

• Accurate use of systems and databases to enter, manage and maintain customer equipment, to research inquiries and to respond to requests 

• On applicable product lines, records customers product quality complaints according to complaint handling guidelines and SOP, forwarding to the quality department for further documentation & processing. 

• Other duties as assigned 

Excellent written and verbal communication skills are needed as well as proficient in MS Word and Excel.  Excellence in accuracy and attention to detail.  Strong problem-solving and decision-making skills with the ability to handle a variety of customer situations.  Ability to work standard departmental hours of 40 hrs/per week, in addition to holidays and overtime as needed. 

Minimum requirements 

• High School Diploma or equivalent  

• 1-3 years’ experience in a customer service-related field  

• B2 proficiency level in English speaking as defined by the CEFR scale 

Preferred requirements 

• Associates degree 

• 2+ years of contact center experience 

• Experience with Customer Relationship Management Systems (CRM)