Midwest Dental

Customer Experience Center Team Lead

3 weeks ago
# of Openings
Full Time Regular



Midwest Dental supports great local dentists across the United States. Our culture of joy sets us apart from other dental organizations. Joy leads to better care, better ideas, and better outcomes. It creates wonderful patient experiences and rewarding careers.


Position Summary:

The Customer Experience Center (CEC) Team Lead is a position that can focus on the needs of our practices and patients while committed to building a supportive work environment. The position will spend half the time answering incoming calls and making outgoing calls to build practices’ hygiene schedules. The other half of the time will be supervising CEC representatives to ensure calls are handled correctly, coaching where necessary and ensure smooth operations within the designate team.  

Schedule (days/hours)

Monday - Friday


Position Responsibilities:

  • Manage the daily activities of designated call center staff
  • Carry out supervision, call monitoring, coaching, training, disciplining and reviewing of team activity
  • Act as the information source and answering questions, assigning tasks, following up and giving instructions as needed
  • Ensure that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job
  • Prepare and direct schedules, monitoring attendance, scheduling breaks and shifts as necessary
  • Evaluate and recommend process improvements, solutions and successes to the CEC Manager
  • Practice and ensure compliance with that of all the organization’s policies and procedures
  • Builds relationships with other managers, doctors and employees


Education and/or Work Experience Requirements

  • High School Diploma or GED required
  • Four (4) or more years of experience in customer service, call center, or the dental industry.
  • Bachelor’s Degree preferred
  • 1+ year experience leading teams or projects in a call center environment


Required Knowledge and Skills

  • Superior customer service skills, excellent written and verbal communication skills and high emotional intelligence
  • Strong attention to detail, follow up and multi-tasking skills
  • Maintains composure when dealing with unexpected challenges and competing demands
  • Strong computer skills including proficiency in Microsoft office
  • Self directed working in a fast paced environment making decisions quickly and effectively
  • Ability to maintain strict confidentiality
  • Experience leading effective teams
  • Analytical skills
  • Ability to provide empathetic and compassionate care



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