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Client Relations Specialist

2 months ago

Bemidji, Minnesota, United States STRATACOR Enterprise, LLC Full time
POSITION OVERVIEW

The Client Relations Specialist plays a crucial role in providing assistance to brokers and group administrators by addressing intricate inquiries. In this capacity, you will manage a high volume of incoming calls while supporting requests from brokers and group administrators concerning member-related issues. This involves adhering to communication protocols, navigating various topics, and serving as a bridge between our organization and its clients.

The Client Relations Specialist is dedicated to delivering daily service and support to brokers and group administrators, ensuring that inquiries regarding member benefits are resolved, concerns are addressed, and general questions are answered, all while upholding the customer service mission and enhancing client satisfaction.

This role is with Stratacor Enterprise, LLC, an affiliate of Delta Dental of Minnesota.

KEY RESPONSIBILITIES

  1. Handle complex incoming calls and service requests from brokers and group administrators.
  2. Serve as the primary contact for brokers and group administrators, relaying information to account management team members.
  3. Identify and assess customer needs to provide effective solutions and ensure satisfaction.
  4. Foster sustainable relationships and trust with customer accounts through open and interactive communication.
  5. Deliver accurate, valid, and comprehensive information utilizing appropriate methods and tools.
  6. Meet personal and customer service objectives to achieve satisfaction.
  7. Address customer complaints, offering suitable solutions and alternatives within designated timeframes; follow up to confirm resolution.
  8. Maintain proactive communication with the Account Manager regarding relevant account information.
  9. Exhibit exceptional verbal and written communication, interpersonal, and active listening skills, while prioritizing issues effectively.
  10. Act as a backup for colleagues during their absence.
  11. Develop a knowledge base for customer-specific needs and trends to enhance customer satisfaction and loyalty.
  12. Perform additional duties as assigned to fulfill business requirements.
ESSENTIAL QUALIFICATIONS

  1. Strong verbal, written, and presentation skills.
  2. Excellent interpersonal abilities to cultivate relationships with both internal and external clients.
  3. High energy level and a strong sense of urgency.
  4. Ability to multitask, self-motivate, and thrive in a fast-paced team environment.
  5. Effective time management skills.
  6. Adaptability to change and the ability to set and adjust priorities as necessary.
  7. Capability to think clearly and maintain composure under pressure.
  8. Ability to project a positive and professional image to clients and colleagues.
  9. Maintain composure in high-pressure situations.
  10. Demonstrate follow-through on issues until resolution.
  11. Exhibit tact, diplomacy, discretion, and judgment while building and maintaining effective interpersonal relationships.
  12. Team-oriented with a strong work ethic.
  13. Ability to collaborate with internal and external clients at all levels.
  14. High organizational skills.
  15. Strong self-discipline and motivation.
  16. Ability to adhere to processes and procedures while contributing to the development of new methods to enhance company efficiency.
  17. Proven problem-solving and analytical skills.
  18. Capacity to work independently, applying education and professional experience to achieve exceptional results.
EDUCATION AND EXPERIENCE REQUIREMENTS

Required:
  1. Bachelor's degree or equivalent experience.
  2. Proficient in MS Office Suite, including Word and PowerPoint.
  3. 5+ years of experience in customer service.
Preferred:
  1. Experience in a contact center environment.
  2. Background in the health insurance industry.
WORK ENVIRONMENT AND PHYSICAL DEMANDS
  1. Travel Requirements: As necessary for client meetings.
  2. Weight Lifting Requirements: Less than 25 lbs.
  3. Extended periods of sitting at a workstation.
RELATIONSHIPS
  1. Reports to: Customer Service Supervisor.
  2. Directly Manages: None.
  3. Internal Relationships: Functional Areas.
  4. External Relationships: Providers, Brokers, Group Administrators, and operational vendors.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.