Key Responsibilities
- Review and interpret incoming trouble tickets submitted by ACE members
- Accurately categorize and route tickets to the appropriate service group (e.g., dental/medical equipment vs. facilities/real estate)
- Dispatch qualified vendors to member locations using the ACE ticketing platform
- Act as the primary point of contact for all parties involved (members, vendors, and internal teams)
- Monitor ticket progress and proactively follow up to ensure timely resolution
- Confirm completion of services and ensure all work meets expectations
- Collect and record final costs associated with each service request
- Properly document all activity and close out tickets in the system
Required Qualifications
- Basic understanding of dental practice operations and common equipment
- Ability to distinguish between clinical equipment repairs and general facility-related issues
- Strong communication and customer service skills
- High attention to detail and organizational ability
- Basic technical aptitude and comfort learning new software systems
- Ability to manage multiple tickets and priorities simultaneously
Preferred Qualifications
- Prior experience in a dental office, DSO, or healthcare environment
- Experience with ticketing/helpdesk systems or dispatch coordination
- Familiarity with vendor management or facilities coordination
Performance Metrics
Agents will be evaluated based on:
- Customer satisfaction scores
- Accuracy in ticket interpretation and routing
- Speed of response and overall resolution time
- Quality and completeness of ticket documentation
Work Environment
- Fast-paced, team-oriented environment
- High volume of inbound service requests
- Requires consistent communication with both internal teams and external vendors
- US Shift - 10 AM EST to 6 PM EST
Note:
As part of our interview process, we conduct an initial shortlisting to identify candidates who closely match our requirements. While we strive to notify all applicants about their status, if you do not receive a response from us, please understand that your profile has not been shortlisted at this time.
