Job Description:

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.

• Gourmet coffee, beverages, snacks, and lunches are available in our café.

• Employee Lounge with ping-pong table and football table for downtime and employee fun!

Where are we?

Just a few minutes from the center of the capital, our office is in the WeWork building located in the exclusive West area of San Jose. We are within the Escazu Village Torre 2 complex, which has excellent restaurants, a gym, a commercial and residential area. The building has beautiful views of the mountains and the city and is conveniently located next to Route 27.

The building has a growing, energetic, and diverse mix of professionals spanning several industries. Plus, a modern and open atmosphere to support strong personal and professional relationships.  

Learn more by visiting https://www.wework.com/buildings/escazu-village--san-jose--costa-rica

The Customer Service Supervisor is responsible for providing leadership, mentoring, training and driving process excellence in pursuit of giving customers a quality service experience. The primary function of this position is to supervise the Customer Service team’s performance related to managing our inbound phone queue for DEXIS. This role manages daily operations, identifies gaps, develops countermeasures, and drives continuous improvement independently as well as cross functionally.

Departmental hours of operation are Monday – Friday, 7:00am – 4:00pm Central Time in support of US/Canadian customers. This role requires employees to work onsite in the office located in Escazu Village.

ESSENT IAL DUTIES AND RESPONSIBILITIES

• Manages the Customer Service phone team to provide training, coaching, motivation, and mentoring to ensure individual and key performance indicators (KPI) are met or exceeded.

• Identifies and analyzes issues directly impactingcustomers and implements countermeasures for continuous improvement.

• Implement Customer Service policies and procedures and direct activities that ensure the delivery of world-class service to our customers, while maintaining profitability

• Performs call monitoring for all team members to ensure that customer interactions meet the DEXIS standard and provide coaching/training where applicable

• Utilizes metrics to track performance and workload management to optimize productivity and efficiency within the department.

• Ensures processes and procedures are compliant and consistent with established policies.

• Communicates to all levels of the organization (Sales/Finance/Tech Support/SLA/Product Management) regarding issues and solutions.

• Confers with internal and external departments and associates to exchange information and resolve problems.

• Develops training materials and conducts training on order processing functions.

• Provide fast response and maintaina high level of professionalism at all times.

• Manage customer escalations to resolution

• Assist with other duties or projects, as assigned.

Job Requirements:

The Customer Service Supervisor must be an independent worker, hands-on, and detail-oriented. This role is very customer focused in terms of providing accurate information to all relevant constituents. The individual must be a professional who can deliver results and serve as a mentor to other team members and have strong interpersonal and communication skills. The Customer Service Team Supervisor will be capable of operating in a fast-moving, ever-changing environment, while providing timely response. This role requires good business acumen, ability to cross train on all areas within Customer Service, have a keen attention to detail, and the ability to learn and utilize databases and other complex computer software. Additionally, this role requires availability to work standard departmental hours, holidays and overtime as dictated by business needs, and must be able to meet business needs, especially around month/quarter/year ends.

MINIMUM QUALIFICATIONS:

• High school diploma or equivalent required

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

• 3+ years in Customer Service Management in a leadership position

• Experience analyzing continuous quality improvement needs and opportunities and implementing responsive strategies and procedures.

• Proficient with Microsoft Office applications (Outlook, Excel, and PowerPoint)

P REFERRED QUALIFICATIONS :

• Associates or Bachelor’s Degree in Business Administration or related field preferred

• SAP experience preferred

• CRM experience is a plus (Salesforce or MS Dynamics 365)

• Call center experience is preferred

RELATIONSHIPS

Internal relationships:

• Reports to the Customer Care Manager

• Frequently interacts with all functional departments

External Relationships:

• Frequently interacts with customers and partner dealers

Operating Company:

DEXIS

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate. Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes. An Agency must obtain advance written approval from Envista's internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening. Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.

Envista is a global family of more than 30 trusted dental brands, united by a shared purpose: to partner with professionals to improve lives. Envista helps its customers deliver the best possible patient care through industry-leading dental consumables, solutions, technology, and services. Our comprehensive portfolio, including dental implants and treatment options, orthodontics, and digital imaging technologies, covers an estimated 90% of dentists' clinical needs for diagnosing, treating, and preventing dental conditions as well as improving the aesthetics of the human smile. Envista companies, including DEXIS, Kerr, Nobel Biocare and Ormco, partner with dental professionals to help them deliver the best possible patient care.

Envista became an independent company in 2019. We brought with us the proven Envista Business System (EBS) methodology, an experienced leadership team, and a strong culture grounded in continuous improvement, commitment to innovation, and deep customer focus to meet the end-to-end needs of dental professionals worldwide. Envista is now one of the largest global dental products companies, with significant market positions in some of the most attractive segments of the dental products industry. For more information, please visit www.envistaco.com .