Client Support Specialist

1 week ago

Saint Louis, United States Delta Dental of Missouri Full time
Job Overview

Are you dedicated to providing outstanding support? Delta Dental of Missouri is looking for a Client Support Specialist who thrives in a dynamic environment. In this role, you will be responsible for effectively addressing inquiries, documenting interactions, and collaborating with teams to manage escalated concerns.

If you have three years of experience in a customer service role within the dental, insurance, or financial sectors and possess strong analytical skills, we invite you to consider joining our team. This hybrid position allows for a balance of remote work and in-office collaboration.

Position Summary:

The primary function of the Client Support Specialist is to deliver superior service to dental offices, subscribers, members, brokers, and group contacts via phone. This role ensures that concerns are promptly addressed and resolved while facilitating accurate communication of essential information, aiming for first-contact resolution. Additionally, this position requires meticulous documentation of all customer interactions and call details for comprehensive tracking. The role may also involve participating in a rotation to manage customer inquiries through email, chat, and other communication channels.

This position handles calls of moderate complexity and escalates more challenging issues to a Senior Specialist or Team Leader when necessary.

Key Responsibilities:

1. (75%) Resolve customer inquiries for basic and mid-level complexity call types. This includes:

  • Managing customer calls with mid-level complexity and providing high-quality service and solutions;
  • Utilizing a comprehensive understanding of products/services to address customer inquiries;
  • Exhibiting problem-solving skills to ensure prompt and accurate issue resolution;
  • Maintaining professionalism and customer satisfaction in every interaction;
  • Meeting or exceeding key performance metrics as outlined by your team lead;
  • Participating in in-person meetings to enhance skills, train on system updates, and engage in team-building activities.

2. (15%) Ensure thorough documentation for all customer issues. This includes:

  • Accurate and comprehensive documentation of all customer interactions;
  • Inputting relevant information into the system to track customer inquiries;
  • Providing detailed notes for reference by other team members.

3. (10%) Follow up with other departments on outstanding customer issues requiring further intervention. This includes:

  • Coordinating with other departments regarding unresolved customer issues;
  • Collaborating with cross-functional teams to ensure timely resolution of escalated concerns;
  • Offering feedback on recurring issues to contribute to process enhancements.

Regular and reliable attendance is essential.

Other duties and responsibilities may be assigned.

Qualifications:

  • Minimum of 3 years' experience in a customer service role within the dental, insurance, or financial services sectors;
  • Exceptional problem-solving and decision-making abilities;
  • Strong verbal and written communication skills;
  • Detail-oriented with a commitment to accurate documentation.

Competencies:

  • Accountability
  • Coachability
  • Communication
  • Critical Thinking
  • Organizational Skills
  • Resiliency
  • Resourcefulness
  • Service Orientation

Work Environment:

This position operates in a hybrid model, combining remote work with in-office responsibilities. Any home office setup must adhere to organizational guidelines. Regular attendance at in-person meetings is required, with frequency determined by management based on departmental needs.

Physical and Other Requirements:

Specific vision abilities required for this role include the ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee frequently uses hands and arms to handle, feel, reach, and operate a computer, necessitating substantial typing.

This position demands the ability to navigate a fast-paced environment that can be stressful due to high volumes of incoming communications. The capacity to transition rapidly between calls is essential, as is the ability to multitask and shift focus between various tasks and systems.

Delta Dental of Missouri provides reasonable accommodations to qualified individuals with known disabilities unless doing so imposes an undue hardship.

Employees must be able to successfully perform the essential functions of this role with or without reasonable accommodation.

Disclaimer:

This job description is intended to provide a general overview of the role's requirements and does not encompass all activities, duties, or responsibilities that may be required. The organization reserves the right to modify this job description at any time, including assigning or reassigning job duties or eliminating this position.

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