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.   

Where are we?  

UltraPark I, La Aurora, Heredia.

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 

Job Requirements:

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) 

Operating Company:

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.