Associate Customer Service Representative

United Concordia Dental is seeking an Associate Customer Service Representative to join our call-center team. This role handles customer inquiries by telephone and/or email from individual members, groups, providers, and brokers, ensuring timely and accurate responses according to established service and quality standards.

About the Role

This position actively troubleshoots and resolves customer complaints while maintaining accurate records and meeting production, quality, and adherence standards.

Responsibilities

• Resolve customer inquiries and complaints via written, telephonic, and face-to-face communication in a timely and accurate manner.
• Prepare adjustments for services not properly processed, either systematically or by forwarding to the appropriate area for follow-up and resolution.
• Meet all production, quality, and adherence standards.
• Attend all required training classes.
• Elevate issues to the next level of supervision, as appropriate.
• Maintain accurate records, including timekeeping records.
• Perform other duties as assigned or requested.

Requirements

• High School Diploma or GED.
• 6 months of customer service experience in a customer-facing role.

Preferred Qualifications

• Customer service experience in a call-center environment.
• Customer service experience in a healthcare-related call-center environment (strongly preferred).

Skills

• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting quality standards.
• Ability to handle multiple tasks simultaneously and respond to customers promptly and professionally.
• Ability to take direction and navigate through multiple systems simultaneously.
• Ability to maintain composure under stressful and fast-paced conditions.
• Strong written and verbal communication skills.
• Ability to communicate complex information in a simple, customer-friendly way.
• Comfortable working on a computer.

Compliance

This role requires adherence to ethical and legal standards, including compliance with HIPAA and data security guidelines. Employees must protect covered information, cardholder data, and other confidential customer information at all times.

Schedule

11:30 AM – 8:00 PM EST, Monday – Friday.

Pay

Base pay range: $19.39 – $24.19 per hour. Pay is determined by qualifications, experience, expected contributions, internal peer equity, market considerations, and potential geographic differentials for certain locations.