Customer Service Representative

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  • As an Equal Employment Opportunity Employer, DAVIS has reporting requirements which require us to invite employees to voluntarily self-identify their race/ethnicity. Submission of this information is voluntary and refusal to provided it will not subject you to any adverse treatment. The information obtained will be kept confidential.
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Customer Service Representative

  • Specialty:

  • Title:

    Customer Service Representative
    • City:

    • State:

    • Zip Code:

  • Start date:

  • Status:

  • Assignment Type:

    Contract To Hire
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Our client located in Needham, MA is  looking for a Customer Service Representative to join our client on a temp to hire basis. 

Primary Responsibilities:

  • Provide first line for support for customers including dentists and dental assistants
  • Diagnose issues reported by customers
  • Follow up with customers to ensure problems are resolved to their satisfaction.
  • Coordinate with field support technicians as needed to resolve customer issues
  • Document all interactions in the CRM system to ensure quality requirements are met and accurate records are maintained. 
  • Escalate issues to management as required.
  • Install, configure and run  diagnostic software remotely to resolve problems. 
  • Develop a strong working knowledge of all products and the methodology utilized to effect field installations and repairs.
  • Reinforce training to dental office staff on the set up and maintenance of the Soler laser.
  • Organize training for clients by coordinating customer and trainer schedules.

Key Skills:

  • Excellent telephone skills - Create a positive experience with customers at every interaction.
  • Customer Management – Work with customers patiently to identify and resolve complex issues.
  • Technical Aptitude – Demonstrated ability to learn new technologies quickly.
  • Documentation – Clearly document customer cases.  Track cases to closure ensuring regulatory and billing data are documented.
  • Written Communication - Writes clearly and informatively
  • Teamwork – Ability to work with team members to achieve a mission.
  • Dependability - Takes responsibility, keeps commitments, knows when to involve others.



  • Associates degree in business or technology related field, or equivalent work experience is required
  • Telephone support experience with 1-3 years’ experience in a technical support role.
  • Prior experience in a service environment (3-5 years) working with customers to resolve problems related to computer hardware/software/medical devices.
  • May require after hours telephone support or on-call availability.
  • Background in computer software and/or hardware and troubleshooting is a major plus.
  • Window and MS Office Suite experience required. experience is a plus.
  • Experience in Dental or Medical practices reliant on advance technologies a plus. 


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