Job Title: Customer Service Representative

Job Code: N01603

Reports To: Customer Service Supervisor

FLSA Status: Non-Exempt

Grade Level: 22

Last Updated: April 2024

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.

Essential Functions and Job Responsibilities:

1. (75%) 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.

2. (15%) 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.

3. (10%) 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.

Qualifications:

• Minimum of 3 years’ experience in a call center role, roles within the dental industry, insurance or financial services field required;

• Excellent problem-solving and decision-making abilities;

• Strong verbal and written communication skills;

• Detail-oriented with a commitment to accurate documentation.

Competencies:

• Accountability

• Coachability

• Communication

• Critical Thinking

• Organizational Skills

• Resiliency

• Resourcefulness

• Service Orientation

Environment:

This position currently functions as a hybrid role working from both home and in-office environments. Any home office setting must be conducive to all guidelines outlined by the organization. This role is required to regularly attend in-person meetings, the frequency of which is determined by management based on departmental or organizational needs.

Physical and Other Demands:

Specific vision abilities required by this job include the ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee is frequently required to use hands and arms to handle, feel, reach and operate a computer. This job requires substantial typing.

Additionally, this position requires working in a fast-paced environment that can be stressful at times based on the high volume of incoming calls, e-mails, and other communications.

The ability to move from call to call in rapid succession is required.

This position requires a substantial amount of multi-tasking and ability to shift focus between tasks, screens, and systems to obtain data.

DDMO provides reasonable accommodation to qualified individuals with a known disability unless doing so imposes an undue hardship.

Employees must be able to successfully perform the essential functions of this role with or without a reasonable accommodation.

Disclaimer:

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties or responsibilities that will be required. The organization reserves the right to modify this job description at any time; including assigning or reassigning job duties or eliminating this position at any time.