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Associate Customer Advocate

2 months ago

Alpharetta, United States Delta Dental of California Full time

JOB DESCRIPTION The Associate Customer Advocate is a key role in Delta Dental's Contact Center, acting as a primary point of contact for telephone, written or electronic inquiries from customers. Responsibilities include researching and responding to customer inquiries with information regarding basic claims status, eligibility, and benefits while maintaining a consultative approach to learn about the customers' needs and provide excellent customer service. RESPONSIBILITIES Communicate information regarding claims status, eligibility, and benefits to office professionals, groups, covered members, and brokers, providing superior customer service at all times; forward specific inquiries as directed for priority resolution. Document each customer encounter or resolution in appropriate computer tracking system. Accurately complete call tracking and contact service forms and route to appropriate department. Identify and report any critical or reoccurring customer service issues to Supervisor. Participate in training programs, as designated. QUALIFICATIONS 0+ years of experience with High School diploma. 6+ months customer service experience within a call center or high-volume customer contact experience is required. Required to pass position test(s). Exceptional customer service skills. Ability to handle constant customer contact through forced workflow distribution. Interpersonal and communication skills to work effectively with a variety of customers and levels of staff. Strong organizational/time management skills and multi-tasking abilities. Ability to maintain confidentiality of internal and external customer information. Ability to perform basic mathematical calculations. Ability to understand and retain detailed information. Ability to problem solve and use critical thinking skills. Ability to de-escalate customer calls and handle conflict resolution. Ability to prioritize and follow through. Knowledge of or ability to learn basic dental terminology and procedures. Must be able to work overtime as required. PC skills including internet and windows-based applications. ADDITIONAL INFORMATION Behind the smile We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes: Competitive base and incentive pay. 401(k) with robust matching and non-matching contributions. Rich medical & pharmacy benefits. 100% employer-paid dental and vision benefits. Holistic wellbeing program with deep financial incentives. Generous paid time off plus 12 paid holidays and your birthday off. Culture of growth and learning: career development; tuition reimbursement; recognition program. Family support: adoption assistance, fertility treatment, child, elder & pet care assistance. Social responsibility and volunteer opportunities. Employee discount program. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. ABOUT THE TEAM At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building equitable programs that offer opportunities for advancement, create meaningful connections, and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all. Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. #J-18808-Ljbffr