Consumer Care Representative

3 days ago

Stevens Point, United States Delta Diversified Enterprises Full time

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. Consumer Care Representatives support the contact center by responding to external customer inquiries and referrals. Duties within this role will include taking inbound calls in queue, assisting with online quote requests, and chat. Our Consumer Care Representatives will also provide legendary customer service and assist with billing capacity as needed. 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.

In this role, our Customer Service Representatives will:

  • Develop and maintain a thorough working knowledge of IAS's 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
  • 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.
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
  • Self-motivated and directed
  • Analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks
  • Must be well-organized and attentive to detail
  • 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


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)

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