Customer Service Representative
Spectrum Killian Dental Lab Alliance, Los Angeles, California, United States, 90079
Spectrum Killian Dental Lab Alliance (SKDLA) is a nationally recognized leader in restorative dentistry, passionate about helping people smile with confidence. We partner with dental professionals across the country to deliver world-class restorations, advanced dental equipment, and trusted services that make a difference for patients every day.
At SKDLA, we combine craftsmanship, cutting-edge technology, and a deep commitment to quality to create beautiful, lasting results. More than just a dental lab, we are driven by the belief that every restoration represents a person’s confidence, comfort, and well-being - and that’s a responsibility we take to heart.
Our operations are centered around two advanced Centers of Excellence located in Orange County and Los Angeles. This collaborative environment allows our skilled technicians to innovate, mentor one another, and consistently deliver outstanding results.
Overview
The Customer Service Success Specialist serves as a front-line ambassador for SKDLA, working across all business units to support dental offices with administrative, technical, and portal-related needs. This customer-facing role is responsible for ensuring seamless communication between clinicians and internal teams through phone, email, chat, and support ticket management. The ideal candidate is energetic, detail-oriented, customer-driven, and solution-focused—someone who thrives in a fast-paced environment and takes pride in creating outstanding client experiences. Attention to accuracy and follow-through is critical, as this role plays a key part in successful case management and delivery outcomes. What You'll Be Responsible For
Provide professional inbound and outbound phone coverage to dental clients. Support in-lab case workflows to ensure accurate processing and on-time delivery. Schedule custom shade appointments and case pickups as needed. Accurately enter case information and maintain consistent case documentation. Onboard new customers and assist with account setup. Transition technical calls and inquiries to appropriate department leaders and specialists. Submit and document remakes and related adjustments in internal systems. Participate in special projects and other duties as assigned to support company initiatives. Monitor, respond to, and resolve support tickets and live chat inquiries from doctors using the SKDLA web portal. Prioritize issues based on urgency and business impact to ensure prompt resolution and satisfaction. Document and track all client interactions within the ticketing system. Support the ongoing maintenance and performance of the web portal by collaborating with internal IT and operations teams. Assist with portal updates, testing, and feature implementation. Provide training and guidance to clinicians and office teams on portal usage and best practices. Partner cross-functionally to resolve case concerns and workflow challenges. Serve as the liaison between clinicians and technical teams to ensure clarity, responsiveness, and solutions-based communication. Identify opportunities to enhance support workflows and improve customer satisfaction. Leverage service data to recommend improvements to both digital tools and support processes. Who We’re Looking For
Prior professional experience in a customer service or client-facing role required. Dental laboratory or dental office experience preferred. Familiarity with HubSpot or comparable CRM platforms is a plus. Strong communication and interpersonal skills with a service-first mindset. Active listening abilities and a talent for relationship-building. Excellent organizational skills with the ability to multitask in a dynamic environment. High attention to detail and a commitment to accuracy. Technical proficiency and strong problem-solving capabilities. Ability to work effectively both independently and as part of a collaborative team. Willingness and eagerness to learn and adapt within a fast-growing laboratory environment. Why SKDLA?
Inclusive Environment:
We value diversity and are committed to creating a welcoming workplace for individuals of all backgrounds. Career Growth:
Spectrum Killian is growing rapidly, offering new opportunities to advance within the company and across promoting internal mobility. Compensation and Benefits:
We provide competitive pay and upon conversion to full-time status, employees are eligible to enroll in comprehensive medical, dental, and vision insurance plans. 401K:
Full-time employees are also eligible to participate in the company’s 401(k) plan with an employer match. Spectrum Killian Dental Lab Alliance is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic under applicable law. The anticipated hourly range for this role is $21-$25. Final compensation will be individually assessed and may differ based on a variety of factors such as your experience, qualifications, education, skill set, certifications, and other relevant considerations. Become part of Spectrum Killian Dental Lab Alliance, a trusted leader in restorative and esthetic dentistry. Work alongside skilled technicians in state-of-the-art facilities to deliver high-quality dental solutions that make a lasting impact. If you're driven by innovation, quality, and continuous growth, we invite you to apply and contribute to the future of dental care!
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The Customer Service Success Specialist serves as a front-line ambassador for SKDLA, working across all business units to support dental offices with administrative, technical, and portal-related needs. This customer-facing role is responsible for ensuring seamless communication between clinicians and internal teams through phone, email, chat, and support ticket management. The ideal candidate is energetic, detail-oriented, customer-driven, and solution-focused—someone who thrives in a fast-paced environment and takes pride in creating outstanding client experiences. Attention to accuracy and follow-through is critical, as this role plays a key part in successful case management and delivery outcomes. What You'll Be Responsible For
Provide professional inbound and outbound phone coverage to dental clients. Support in-lab case workflows to ensure accurate processing and on-time delivery. Schedule custom shade appointments and case pickups as needed. Accurately enter case information and maintain consistent case documentation. Onboard new customers and assist with account setup. Transition technical calls and inquiries to appropriate department leaders and specialists. Submit and document remakes and related adjustments in internal systems. Participate in special projects and other duties as assigned to support company initiatives. Monitor, respond to, and resolve support tickets and live chat inquiries from doctors using the SKDLA web portal. Prioritize issues based on urgency and business impact to ensure prompt resolution and satisfaction. Document and track all client interactions within the ticketing system. Support the ongoing maintenance and performance of the web portal by collaborating with internal IT and operations teams. Assist with portal updates, testing, and feature implementation. Provide training and guidance to clinicians and office teams on portal usage and best practices. Partner cross-functionally to resolve case concerns and workflow challenges. Serve as the liaison between clinicians and technical teams to ensure clarity, responsiveness, and solutions-based communication. Identify opportunities to enhance support workflows and improve customer satisfaction. Leverage service data to recommend improvements to both digital tools and support processes. Who We’re Looking For
Prior professional experience in a customer service or client-facing role required. Dental laboratory or dental office experience preferred. Familiarity with HubSpot or comparable CRM platforms is a plus. Strong communication and interpersonal skills with a service-first mindset. Active listening abilities and a talent for relationship-building. Excellent organizational skills with the ability to multitask in a dynamic environment. High attention to detail and a commitment to accuracy. Technical proficiency and strong problem-solving capabilities. Ability to work effectively both independently and as part of a collaborative team. Willingness and eagerness to learn and adapt within a fast-growing laboratory environment. Why SKDLA?
Inclusive Environment:
We value diversity and are committed to creating a welcoming workplace for individuals of all backgrounds. Career Growth:
Spectrum Killian is growing rapidly, offering new opportunities to advance within the company and across promoting internal mobility. Compensation and Benefits:
We provide competitive pay and upon conversion to full-time status, employees are eligible to enroll in comprehensive medical, dental, and vision insurance plans. 401K:
Full-time employees are also eligible to participate in the company’s 401(k) plan with an employer match. Spectrum Killian Dental Lab Alliance is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic under applicable law. The anticipated hourly range for this role is $21-$25. Final compensation will be individually assessed and may differ based on a variety of factors such as your experience, qualifications, education, skill set, certifications, and other relevant considerations. Become part of Spectrum Killian Dental Lab Alliance, a trusted leader in restorative and esthetic dentistry. Work alongside skilled technicians in state-of-the-art facilities to deliver high-quality dental solutions that make a lasting impact. If you're driven by innovation, quality, and continuous growth, we invite you to apply and contribute to the future of dental care!
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