Call Center Customer Service Representative

Title: Customer Care Advocate

Max pay rate: $20/hr Benefits

Anticipated Class Start Date: The start dates are 12/7 and 12/14, but might be possible to move those up if the whole class clears early.

Location: (Remote after Training) Cary, NC

Training type: In Person - Training Hours: 8:30-5pm EST Monday-Friday, 30-minute lunch (No time off planned during training until end of nesting.)

Schedule: The ability and desire to work during the hours of operation 8:00AM –11:00 PM EST, Monday through Friday. Attend In-person training for 8 weeks between the hours of 08:30 AM- 5:00 PM EST. Applicants must be flexible regarding shifts worked with an understanding that shifts are based on business need. Attend Monthly in office engagement day.

Schedule and Internet Requirements:

• Assignment is virtual, with in person training. Associates near a Client office would report to work in person 1 day a month or any day that you are unable to work from home (could be due to system issue, internet outage, poor etc).

•Ability to work from home which includes high speed internet (500-650 kbps) and a quiet place to work that is secure. (Hotspots and use of Wifi are not allowed – high internet speed and ability to use ethernet is required).

• Able to use video during interviews, coaching, weekly huddles, and virtual training.

•An ability to work during the hours of operation of Monday-Friday 8:00am – 11:00pm EST must be flexible in regard to shifts worked, which may change based on business needs.

• No time off planned during training until end of nesting.

Equipment Coordination:

- For this role you will be issued equipment which consists of a laptop, 2 monitors, keyboard, mouse and docking station. You are required to return the equipment to Client within a week of your assignment ending.

You’ll assist members and Dental Providers with inquiries related to dental coverage, claims, and benefits, while maintaining professionalism and empathy. Flexibility to work later shifts may be required to meet business needs, with support to help you maintain a healthy work-life balance.

Key Responsibilities

• Virtual roles work from a home office

• Respond to dental customer requests via telephone or email, providing excellent service to Client’s customers who have insurance products or benefit plans.

• Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.

• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.

• Enhance and strengthen the relationship between the customer and using effective communication skills, keen listening skills and empathy.

• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.

• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Essential Business Experience and Technical Skills Required:

• High School Diploma or GED equivalent.

• 1 year of experience in a Remote Call Center Customer Service role.

• Reliable High speed wired Ethernet Internet (100 MBPS download, 20 Mbps upload) Wifi Not compatible.

• Ability to navigate across multiple computers monitors and programs (including Salesforce, Word, Excel, and Outlook) at one time while conversing with a customer.

• Preferred:

• 2 years Call Center or Customer Service Representative experience is preferred.

• Strong computer/keyboard skills (ability to type efficiently).

• Experience in handling dental or other types of insurance products.

• Prior experience in a dental office.

• Superb listening skills and professional oral communication skills to inspire trust and accountability though in an empathetic style which promotes a quality image of Client.

• Previous experience with Salesforce is a plus.