Customer Service Contact Center Representative

4 months ago

Stevens Point, United States Delta Dental of Wisconsin Full time

** Customer Service Contact Center Representative**

**Job Category****:** Sales & Policyholder Services-IAS **Requisition Number****:** CUSTO001304 Showing 1 location **Job Details**

**Description**

**In this role, our Customer Service Representatives will:**

* Develop and maintain a thorough working knowledge of IASs products and services

* Develop and maintain a thorough working knowledge of IAS Sales and Customer Relationship Management tools

* Meet and Maintain Core Contact Center Key Performance Indicators to provide an excellent customer experience to all callers in queue

* Responsible for providing accurate benefit design information and closing the sale of the IAS dental products

* Follow-up with prospects/customers to provide additional information to facilitate the sales process

* Provide internal and external customer service for prospects and agents relating to benefit plan options, general plan inquiries, enrollment and billing and other issues as required. Customer service may be provided by chat, telephone, web, email or other type of communication.

* Participate in team meetings

* Special projects and other duties as assigned

**Education/Experience/Personal Requirements**

* High school diploma or equivalent with two years of sales related business experience

* Sales and inbound/outbound contact center experience required

* Must have or be willing to obtain Resident Accident and Health Insurance license and Non-Resident license in reciprocal states within 3 months

* 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

* Self-motivated and directed

* Analytical and problem-solving abilities

* Ability to effectively prioritize and execute tasks

* Must be well-organized and attentive to detail

* Persuasive selling skills with strong customer service orientation

* Experience working in a team-oriented, collaborative environment

* 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

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

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 contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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