Customer Service Assistant Manager

Customer Service Assistant Manager Confidential East Rutherford, NJ Job Details Full-time $60,000 - $70,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Qualifications Jira Performance reviews Customer communication High school diploma or GED Team development Team training Employee performance reporting Technical Proficiency Full Job Description Position Summary We are seeking a detail-oriented and customer-focused Customer Service Assistant Manager to support daily client service operations within a fast-paced dental laboratory environment. This role assists in overseeing the customer service team, ensuring excellent communication with dental offices, resolving client concerns, and maintaining high standards of service and accuracy. The ideal candidate has strong leadership skills, experience in customer service management, and the ability to work collaboratively with technicians, production staff, and dental professionals. Key Responsibilities Assist in managing the day-to-day operations of the customer service department Support and supervise customer service representatives to ensure exceptional client support Serve as a primary point of contact for dentists, dental offices, and internal departments Handle escalated customer concerns and provide timely resolutions Investigate and resolve escalated complaints, including case inquiries from dental offices. Act as the primary contact for high-priority escalations and coordinate with frontline team leads to address complex issues. Communicate proactively with customers to manage delivery expectations and resolve technical/delivery issues. Communicate effectively with production teams regarding case status and priorities Assist with staff scheduling, training, onboarding, and performance coaching Maintain customer records and ensure compliance with company procedures Identify opportunities to improve customer satisfaction and operational efficiency Generate reports related to customer service metrics, remakes, and case turnaround times Support management with departmental goals and special projects Qualifications High school diploma or equivalent required; associate or bachelor's degree preferred 2-5 years of customer service experience, preferably in a dental, healthcare, or laboratory setting Previous supervisory or team lead experience preferred Strong communication, organizational, and problem-solving skills Ability to multitask and work in a deadline-driven environment Proficiency in Microsoft Office and customer management software Knowledge of dental terminology and dental laboratory workflows is a plus Professional demeanor with a strong commitment to customer satisfaction Skills & Competencies Leadership and team development Conflict resolution Attention to detail Time management Client relationship management Workflow coordination Adaptability and professionalism

Pay:

$60,000.00 - $70,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person