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Customer Service Representative - Braselton, GA at Dentsply Sirona in Braselton, Georgia

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona's global headquarters is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we're looking for the best to join us.

Working at Dentsply Sirona you are able to:

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

Job Summary:

Under general supervision, the Customer Service Representative I is responsible for processing orders via phone or by way of written requests (e.g., mail, email, fax, or EDI), as well as handling and resolving customer complaints, and servicing requests or inquiries in a professional and expedient manner. Incumbent performs related work and other duties as required.

The position will adhere with all stated company polices, rules and procedures relating but not limited to Quality, Safety, Health, and Environment (SHE) which the role has responsibility.


  • Receives, researches, and answers customer inquiries and requests regarding accounts, products, repairs, pricing, promotions, terms and services offered.
  • Processes orders, including payments, handles escalated issues, tracks shipments, and invoice explanation.
  • Completes insurance preauthorization's and verifications as needed
  • Evaluates information to determine if feedback constitutes a complaint.
  • Relates relevant insurance coverage information to end user.
  • Completes triangle of communication between end user, referral source and sales representative.
  • Guides complaint resolution to ensure that proper and satisfactory closing is obtained.
  • May be responsible for reviewing, documenting, logging, maintaining and/or initiating the investigation for potentially serious complaints.
  • Processes literature and lead requests as received from customers or field force representatives.
  • Contacts new end users with relevant information about their prescription and order fulfillment.
  • Researches customer inquiries and assures satisfactory completion.
  • Tracks customer orders as requested.
  • Acknowledges customer purchase orders.
  • Interfaces in a professional manner with internal and external customers via phone, fax, email, mail, and in person.


  • High School Diploma required; Associates or bachelor's degree preferred.

Years and Type of Experience:

  • 1+ years of customer service experience analyzing and solving customer problems.
  • Proficiency in Microsoft products
  • High level capacity to multitask independently and on a computer
  • Knowledge of Medical Terminology a PLUS
  • DME (Durable Medical Equipment) customer service or billing experience a plus

Key Required Skills, Knowledge, and Capabilities:

  • Strong written and oral communication skills; polished professional image
  • High level of proficiency with MS Office, including Outlook, Excel, Word, and PowerPoint
  • Claims submittal and posting experience by both local and national insurance plans
  • Ability to maintain composure in difficult situations and relate well with others
  • Ability to solve practical problems
  • Well organized and able to communicate effectively to all levels of customers
  • Attention to detail, demonstration of initiative and creativity and a willingness and aptitude for managing new projects
  • Juggles multiple priorities with a positive attitude and the ability to solve problems independently
  • Analytical thinker and possesses the ability to seek out areas for improvement and offer solutions
  • Solid working knowledge of Excel, Access and Reporting Tools
  • Self-starter and able to work independently with little direction
  • Highly collaborative and good communication skills


DentsplySirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in DentsplySirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to . Please be sure to include "Accommodation Request" in the subject.

For California Residents:

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us at

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