Customer Service Representative

Position Summary:

The primary responsibility of the Customer Service Representative is to deliver exceptional customer service to dental offices, subscribers, members, brokers, and group contacts over the phone. This role promptly addresses and resolves concerns while ensuring accurate and efficient communication of necessary information, aiming to resolve inquiries on the first contact. Additionally, this position meticulously documents all customer interactions and call details for thorough tracking. The role may also involve participating in a rotation to handle customer inquiries via email, chat and other alternative communication channels.

This position handles calls of moderate complexity and escalates more challenging issues to a Senior Representative or Team Leader when necessary.

1. Essential Functions and Job Responsibilities:

• Resolves customer calls for basic, non-complex and mid-level complexity call types. This work may include but is not limited to:
• Handling customer calls with mid-level complexity 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 provided to you in writing by your team lead;
• Participate in in-person meetings to learn new skills, train on system updates, build and maintain general knowledge and skills to help customers, stay abreast of departmental and organizational updates, engage in team building, maintain company culture, and foster relationships and build camaraderie with coworkers.

1. Ensures appropriate documentation for all customer issues. This work may include but is not limited to:

• Ensuring accurate and comprehensive documentation of all customer issues;
• Inputting relevant information into the system to track customer interactions;
• Providing detailed notes for reference by other team members and departments.

1. Follows up with other departments on outstanding customer issues requiring further intervention. This work may include but is not limited to:

• Following up with other departments regarding outstanding customer issues;
• Collaborating with cross-functional teams to ensure timely resolution of escalated issues;
• Providing feedback on recurring issues to contribute to process improvements.

Regular and reliable attendance is required.

Other duties and responsibilities may be assigned.

7367