Customer Service Rep

About the role

Delta Dental is seeking a Customer Service Representative to deliver exceptional customer service to dental offices, subscribers, members, brokers, and group contacts over the phone. This hybrid role offers the flexibility of working from home while maintaining strong team connections in the office. The position involves resolving inquiries on the first contact, documenting interactions, and collaborating with teams to handle escalated issues.

Responsibilities

• Resolve customer calls for basic, non-complex, and mid-level complexity call types, including:
  • Handling mid-level complexity calls and providing high-quality service and solutions to members and providers.
  • Utilizing a thorough understanding of products/services to address customer inquiries.
  • Demonstrating problem-solving skills to ensure prompt and accurate issue resolution.
  • Maintaining a high level of professionalism and customer satisfaction in every interaction.
  • Meeting or exceeding key metrics as outlined in individual goals.
• Ensure appropriate documentation for all customer issues, including:
  • Accurate and comprehensive documentation of all customer interactions.
  • Inputting relevant information into the system to track customer interactions.
  • Providing detailed notes for reference by other team members and departments.
• Follow up with other departments on outstanding customer issues requiring further intervention, including:
  • Collaborating with cross-functional teams to ensure timely resolution of escalated issues.
  • Providing feedback on recurring issues to contribute to process improvements.
• Participate in in-person meetings to learn new skills, train on system updates, build and maintain general knowledge, stay abreast of departmental and organizational updates, engage in team building, and foster relationships with coworkers.
• Handle customer inquiries via email, chat, and other alternative communication channels as part of a rotation.
• Escalate more challenging issues to a Senior Representative or Team Leader when necessary.
• Regular and reliable attendance is required.

Requirements

• Minimum of 3 years’ experience in a call center role, or roles within the dental industry, insurance, or financial services field.
• Excellent problem-solving and decision-making abilities.
• Strong verbal and written communication skills.
• Detail-oriented with a commitment to accurate documentation.
• Demonstrated commitment to the company’s core values of integrity, adaptability, service-focused, accountability, curiosity, and community.

Skills

• Accountability
• Coachability
• Communication
• Critical Thinking
• Organizational Skills
• Resiliency
• Resourcefulness
• Service Orientation

Environment

This position functions as a hybrid role, working from both home and in-office environments. The home office setting must meet organizational guidelines. Regular in-person meetings are required, with frequency determined by management.

Physical and Other Demands

• Specific vision abilities required, including the ability to adjust focus.
• Regularly required to sit, talk, and hear.
• Frequently required to use hands and arms to handle, feel, reach, and operate a computer.
• Substantial typing required.
• Works in a fast-paced environment that can be stressful due to high call volumes, emails, and other communications.
• Requires the ability to move rapidly from call to call and multitask effectively.
• Requires shifting focus between tasks, screens, and systems to obtain data.