What are the responsibilities and job description for the Consumer Care Representative position at Delta Dental of Wisconsin?
Are you passionate about providing exceptional customer service? Do you want to work somewhere that offers growth potential? Then come and Grow with US! Delta Dental of Wisconsin has been serving our communities, families, and businesses for 50 years. We have been able to maintain success because our people and our culture set us apart; in the way we work together, work with our customers, as well as how we treat our employees. Delta Dental of Wisconsin is continuing to grow and we want you to Come Grow with Us! We are currently hiring for Consumer Care Representatives to join our team of professionals in our Individual Administrative Services (IAS) business unit.
We’re seeking a friendly, detail-oriented Consumer Care Representative to support our dental insurance members and provider partners through our call center. In this role, you’ll be the first point of contact for inquiries about dental benefits, eligibility, claims, and general account questions—making a direct impact on our members’ experience.
If you enjoy helping others, thrive in a fast-paced environment, and communicate clearly over the phone, this role may be a great fit.
Duties within this role will include taking inbound calls in queue, assisting with online quote requests, and chat. Unsure about taking the jump into a new position? Our training is very thorough, customized, and engaging, ensuring your success! Join Delta Dental of Wisconsin and grow your skills for promotional opportunities, while cross-training into other areas for a broad foundation of knowledge. Our positions are full time, 40 hours per week and benefit eligible. The hours for this position will be 10:30 am - 7:00 pm, M-F, with the opportunity to move into earlier shifts as they become available and work a hybrid schedule. Delta Dental of Wisconsin offers a comprehensive benefit package which includes health and dental insurance, employer match within our 401(k) retirement plan, and a generous Paid Time Off program. You do not want to miss this opportunity, apply today.
Key Responsibilities
- Handle inbound calls from members and dental providers with professionalism and empathy
- Explain dental insurance benefits, coverage details, eligibility, and claim status
- Accurately document interactions and update member records in internal systems
- Resolve concerns and escalate complex issues as needed
- Meet productivity, quality, and compliance standards
- Maintain up-to-date knowledge of plans, policies, and procedures
Education/Experience/Personal Requirements
- High school diploma or equivalent with two years of related business experience
- Computer skills, including experience with MS Office Suite applications
- Ability to actively listen and understand information to direct consumers to appropriate product
- Ability to communicate information clearly and confidently to assist customers as needed
- Strong interpersonal, written and oral communication skills
- Ability to operate a computer keyboard, mouse and to handle other computer components
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Repetitive motion: Substantial movements (motions) of the wrists, hands and/or fingers
- Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling
- Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly or quickly.
- Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
- Sedentary work: Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.
- Visual Acuity: The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading