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Contact Center Supervisor

Location: Pittston, PA
Business Unit: Call Center

The Contact Center Supervisor is responsible for coordinating and supervising the daily activities of their team of approximately 15 Customer Service Representatives to ensure adherence to quality standards, deadlines, proper procedures, and correcting errors and/or problems.

Duties and Responsibilities:

  • Maintain appropriate departmental staffing levels
  • Ensure proper time-tracking of associates and ensure that bi-weekly payroll information is entered timely
  • Effectively establish goals for each associate assuring performance evaluations are conducted
  • Monitor teams’ call quality/work level in order to generate reports for performance management and associate development
  • Create and assist with departmental motivation and incentive programs
  • Coordinate, review and implement methods of “best practices” across the team and the department to ensure consistency and cooperation from associates and other departments
  • Effectively assist with and/or handle escalated customer problems (internal and external)
  • Effectively motivate, coach, counsel, and evaluate team performance
  • Responsible for working with the Training Coordinator on all training programs
  • Partner with the marketing department to improve and increase sales of upsells
  • Actively participate in project committees and work on issues impacting the department
  • Responsible for ensuring external and internal associates have the support they need to foster a continuously improving workplace
  • Demonstrate strong knowledge of current phone system and make recommendations to enhance customer service delivery

The Ideal Candidate Will Possess:

  • Associates degree in Business or related field or equivalent education/experience
  • Three years or more of leadership background within an Operations environment
  • Ability to work independently
  • Excellent computer, telephone, customer service skills
  • Strong organizational and analytical skills
  • Strong verbal and written communication skills

Technical Requirements:

As this is currently a remote/work from home position:

  • Minimum 5mbps (5,000 kbps) Internet Speed.
  • Connection via Ethernet Cable (Avoid Wi-Fi)
  • Other people using/sharing the same bandwidth connection should be avoided, at all times, while calls are taking place, especially concerning:
    • Streaming Multimedia content (4K/HD/Full HD Movies)
    • Online gaming
    • Downloading large content (torrents)
    • Enabled recordings on any DVR / Set-up-Boxes

Why Join our team?

  • Excellent compensation package; including a flexible benefits plan, paid time off, and a generous 401(k) retirement plan
  • Medical, Dental, and Vision coverage effective Day 1
  • Annual Profit Sharing
  • Tuition reimbursement and advancement opportunities available
  • #19 Best Companies to Work for in Health Care

Who We Are: It’s Our Mission to Drive Dentistry Forward

  • Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930—a family that now includes our more than 30,000 customers and over 1,400 associates in the 48 contiguous states.
  • We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company that is growth minded and values customers & associates, we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success.

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