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. The CSA will combine excellent customer service and problem-solving skills with the ability to work both independently and as part of a team.

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 - Meet personal and customer service team call handling targets - 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 - Ability to maintain composure in high-pressure situations - 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 - Ability to attend extended new hire training Monday through Friday, 8:00am to 4:30pm upon hire

Required Education and Experience

Required Qualifications: - 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

- Travel Requirements: N/A - Weight Lifting Requirements: 10 lbs. - Extended periods of sitting at a workstation - Telecommuting Requirements: - Required to have a dedicated work area established that provides information privacy - Ability to keep all company sensitive information secure - 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

Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; Paid Time Off (PTO); and Holidays and days of remembrance. Visit [https://www.deltadentalmn.org/employee-benefit-packages](https://www.deltadentalmn.org/employee-benefit-packages) for more information. 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.