What are the responsibilities and job description for the Customer Service Representative position at Delta Dental Ins.?
JOB DESCRIPTION
The Associate Customer Advocate is a key role in Delta Dental's Contact Center, acting as a primary point of contact for telephone, written or electronic inquiries from customers. Responsibilities include researching and responding to customer inquiries with information regarding basic claims status, eligibility, and benefits while maintaining a consultative approach to learn about the customers' needs and provide excellent customer service.
RESPONSIBILITIES
Communicate information regarding claims status, eligibility, and benefits to office professionals, groups, covered members and brokers, providing superior customer service at all times; forward specific inquiries as directed for priority resolution.
Document each customer encounter or resolution in appropriate computer tracking system.
Accurately complete call tracking and contact service forms and route to appropriate department.
Identify and report any critical or reoccurring customer service issues to Supervisor.
Participate in training programs, as designated.
QUALIFICATIONS
Minimum Qualifications
0 years of experience w/High School
Additional Experience
6 months customer service experience within a call center or high-volume customer contact experience is required. Required to pass position test(s).
Knowledge, Skills, Abilities
Exceptional customer service skills
Ability to handle constant customer contact through forced workflow distribution.
Interpersonal and communications skills to work effectively with a variety of customers and levels of staff.
Strong organizational/time management skills and multi-tasking abilities.
Ability to maintain confidentiality of internal and external customer information.
Ability to perform basic mathematical calculations.
Ability to understand and retain detailed information.
Ability to problem solve and use critical thinking skills.
Ability to deescalate customer calls and handle conflict resolution.
Ability to prioritize and follow through.
Knowledge of or ability to learn basic dental terminology and procedures.
Must be able to work overtime as required.
PC skills including internet and windows-based applications
Licenses
Base Pay Information
The national base pay range below is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
$30,200 - $55,000
ABOUT THE TEAM
At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.
If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram , Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn .
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
Delta Dental* has enacted a COVID-19 vaccination policy to protect all employees and the communities we serve due to the ongoing impacts of the COVID-19 pandemic. Accordingly, we require all employees to be fully vaccinated for COVID-19. Are you able to comply with our policy of being fully vaccinated by your start date if an offer is made or have a medical or sincerely held religious exemption for receiving a COVID-19 vaccine? Failure to comply with our policy and submit proof of compliance or receive approval for a valid medical or sincerely held religious belief exemption prior to your start date will nullify any offer of employment extended to you.
The Associate Customer Advocate is a key role in Delta Dental's Contact Center, acting as a primary point of contact for telephone, written or electronic inquiries from customers. Responsibilities include researching and responding to customer inquiries with information regarding basic claims status, eligibility, and benefits while maintaining a consultative approach to learn about the customers' needs and provide excellent customer service.
RESPONSIBILITIES
Communicate information regarding claims status, eligibility, and benefits to office professionals, groups, covered members and brokers, providing superior customer service at all times; forward specific inquiries as directed for priority resolution.
Document each customer encounter or resolution in appropriate computer tracking system.
Accurately complete call tracking and contact service forms and route to appropriate department.
Identify and report any critical or reoccurring customer service issues to Supervisor.
Participate in training programs, as designated.
QUALIFICATIONS
Minimum Qualifications
0 years of experience w/High School
Additional Experience
6 months customer service experience within a call center or high-volume customer contact experience is required. Required to pass position test(s).
Knowledge, Skills, Abilities
Exceptional customer service skills
Ability to handle constant customer contact through forced workflow distribution.
Interpersonal and communications skills to work effectively with a variety of customers and levels of staff.
Strong organizational/time management skills and multi-tasking abilities.
Ability to maintain confidentiality of internal and external customer information.
Ability to perform basic mathematical calculations.
Ability to understand and retain detailed information.
Ability to problem solve and use critical thinking skills.
Ability to deescalate customer calls and handle conflict resolution.
Ability to prioritize and follow through.
Knowledge of or ability to learn basic dental terminology and procedures.
Must be able to work overtime as required.
PC skills including internet and windows-based applications
Licenses
Base Pay Information
The national base pay range below is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
$30,200 - $55,000
ABOUT THE TEAM
At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.
If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram , Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn .
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
Delta Dental* has enacted a COVID-19 vaccination policy to protect all employees and the communities we serve due to the ongoing impacts of the COVID-19 pandemic. Accordingly, we require all employees to be fully vaccinated for COVID-19. Are you able to comply with our policy of being fully vaccinated by your start date if an offer is made or have a medical or sincerely held religious exemption for receiving a COVID-19 vaccine? Failure to comply with our policy and submit proof of compliance or receive approval for a valid medical or sincerely held religious belief exemption prior to your start date will nullify any offer of employment extended to you.
- Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
Salary : $30,200 - $55,000
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