Job Duties
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment authorization at this time.
GENERAL SUMMARY
This position is on-site (Bemidji, MN or Minneapolis, MN), remote (must reside in Minnesota), or hybrid (combination). A Customer Service Agent (CSA) is responsible for providing customer service via the telephone, while successfully managing a large volume of inbound calls related to dental insurance. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers. The CSA will combine excellent customer service and problem-solving skills with the ability to work both independently and as part of a team.
The best CSAs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They are able to put themselves in our customers' shoes and advocate for them when necessary. They are also skilled at troubleshooting problems on behalf of our customers.
This position will be with Stratacor, an affiliate of Delta Dental of Minnesota. We offer extended training. Training may be in-person or virtually from the team member's home residence in Minnesota.
All Team Members are required to adhere to Stratacor's Remote Work Policy.
ESSENTIAL FUNCTIONS
Manage incoming calls and customer service inquiries using telephonic and computer software systems
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods and tools
Meet personal and customer service team call handling targets
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Ensure thorough call documentation
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Demonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly
Other duties as assigned
WORK ENVIRONMENT/PHYSICAL DEMANDS
Travel Requirements: N/A
Weight Lifting Requirements: 10 lbs.
Extended periods of sitting at a workstation
Telecommuting Requirements:
a. Required to have a dedicated work area established that provides information privacy
b. Ability to keep all company sensitive information secure
c. Must have reliable direct high-speed internet connection
EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
RELATIONSHIPS
Reports To: Customer Service (CS) Supervisor
Directly Manages: N/A
Internal Relationships: Functional Areas
External Relationships: Provider, Broker, Group Administrator and Members
Minimum Education Required
REQUIRED EDUCATION
Required Qualifications:
High School Diploma or GED
Preferred Qualifications:
Bachelor's degree; or equivalent combination of education and experience
Minimum Experience Required
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
High level of dedication, enthusiasm and motivation
Ability to listen and communicate effectively
Customer orientation and ability to adapt/respond to different @types of customers
Ability to multitask (@type, talk and navigate computer systems), prioritize, and manage time effectively
Ability to maintain composure in high-pressure situations
An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems
Ability to navigate a computer and software systems efficiently
Ability to attend extended new hire training Monday through Friday, 8:00am to 4:30pm upon hire
Upon completion of extended new hire training, must have the ability to work a regular schedule Monday through Friday, with a scheduled shift working eight (8) hours per day between the hours of 7:00am to 7:00pm dependent on business needs; typically 10:30am to 7:00pm.
REQUIRED EXPERIENCE
Required Qualifications:
Exceptional verbal and written communication skills
Experience interacting with customers
Excellent problem-solving skills
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
Experience with technology, software applications, phone systems and products (i.e. Microsoft Office suite of products)
Preferred Qualifications:
Call center experience
Strong understanding of company products, policies and services
Shift
Other
Number of Openings
10
Public Transportation Accessible
Yes
Veterans Encouraged to Apply
Yes
Physical Required
No
Drug Test Required
Yes
Compensation
$20.00 - $20.00 / Hourly
Postal Code
55415
Place of Work
Hybrid
Requisition ID
8081
Job Type
Full Time
Job Benefits
Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; Paid Time Off (PTO); and Holidays and days of remembrance. Visit https://www.deltadentalmn.org/employee-benefit-packages for more information.
The starting hourly rate for this position is $20.00. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team members. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.
Application Link
https://www.deltadentalmn.org/career-opportunities
