Customer Service Agent

General Summary

This position is on-site (Bemidji, MN or Minneapolis, MN), remote (must reside in Minnesota), or hybrid (combination). A Customer Service Agent (CSA) is responsible for providing customer service via the telephone, while successfully managing a large volume of inbound calls related to dental insurance. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers.

Essential Functions

• Manage incoming calls and customer service inquiries using telephonic and computer software systems
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods and tools
• Maintain composure in high-pressure situations and navigate tense situations, especially during busy hours
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Ensure thorough call documentation
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Demonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly

Required Knowledge, Skills And Abilities

• High level of dedication, enthusiasm and motivation
• Ability to listen and communicate effectively
• Customer orientation and ability to adapt/respond to different types of customers
• Ability to multitask (type, talk and navigate computer systems), prioritize, and manage time effectively
• An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems
• Ability to navigate a computer and software systems efficiently
• To attend extended new hire training

Required Qualifications

• REQUIRED EDUCATION AND EXPERIENCE: High School Diploma or GED
• Exceptional verbal and written communication skills
• Experience interacting with customers
• Excellent problem-solving skills
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Experience with technology, software applications, phone systems and products (i.e. Microsoft Office suite of products)

Preferred Qualifications

• Bachelor's degree; or equivalent combination of education and experience
• Call center experience
• Strong understanding of company products, policies and services

Work Environment/Physical Demands

• Extended periods of sitting at a workstation
• Telecommuting Requirements: Required to have a dedicated work area established that provides information privacy
• Must have reliable direct high-speed internet connection

Relationships

• Reports To: Customer Service (CS) Supervisor
• Directly Manages: N/A
• Internal Relationships: Functional Areas
• External Relationships: Provider, Broker, Group Administrator and Members

Benefits And Compensation

• Medical, dental, vision, and life insurance
• Disability coverage
• Flexible spending plans
• A 401(k) plan
• Paid Time Off (PTO)
• Holidays and days of remembrance
• The starting hourly rate for this position is $20.00
• The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team members.
• In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
• The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
• However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
• 41 CFR 60-1.35(c)