Customer Experience Specialist

3 months ago

Stevens Point, United States Delta Dental of Wisconsin Full time

** Customer Experience Specialist**

**Job Category****:** Operations **Requisition Number****:** CUSTO001307 Showing 1 location **Job Details**

**Description**

Delta Dental of Wisconsin is growing, come Grow with Us The Customer Experience Specialist is responsible for providing front line service to promote a positive customer experience while responding to telephone, email, secure message and web chat inquiries from members, provider office staff, agents/brokers and employers.

Training is very thorough, customized and fun too Grow your skills for promotional opportunities and cross-train into other areas for a broad foundation of knowledge. 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.

**Essential Duties and Responsibilities**

* Respond promptly and professionally to inquiries from members, provider office staff, agents/broker and employer group representatives via telephone, email, secure message and web chat inquiries within established performance standards

* Manage all transactions within established policies and procedures to ensure HIPAA compliance

* Adherence to occupancy and efficiency standards in order to meet customer performance guarantees

* Request adjustments to paid claims

* Manage coordination of benefit process

* Participate in team meetings

* Actively support Delta Dental of Wisconsins mission, values and fundamentals

**Non-Essential Duties and Responsibilities**

* Participate in structured problem-solving methods to resolve issues through proven Lean techniques

* Peer train team members in system navigation, technical competencies and contact center procedures

* Special projects and other duties as assigned

**Education/Experience/Personal Requirements**

* High school diploma or equivalent

* Two years customer service experience

* Insurance or inbound call center experience preferred

* Ability to operate a computer keyboard, mouse, and to handle other computer components

* Demonstrated proficiency with MS Office Suite applications

* 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

* Strong customer service orientation

* Experience working in a team-oriented, collaborative environment

* Demonstrated knowledge of HIPAA privacy and security regulations in order to transact business (training provided)

**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.

**Work Conditions**

The work conditions described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* General office working conditions which may require sitting for extended periods of time

* Travel required

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