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Client Relations Associate

2 months ago

Bemidji, Minnesota, United States Deltadentalmn Full time

Position Title: Customer Service Agent (Part-Time)

Job Category: Customer Service

Job Overview:

The Customer Service Agent (CSA) role is a part-time position requiring 18 hours per week. This role is pivotal in delivering exceptional customer service over the phone while effectively managing a significant volume of incoming calls. The CSA will follow established communication protocols, address various topics, and act as a bridge between our organization and our valued customers.

Key Responsibilities:

  1. Handle incoming calls and respond to customer service inquiries.
  2. Identify and evaluate customer needs to ensure satisfaction.
  3. Establish and maintain sustainable relationships with customer accounts through open and interactive communication.
  4. Provide accurate, valid, and complete information using appropriate methods and tools.
  5. Meet personal and team call handling targets.
  6. Address customer complaints, offering suitable solutions and alternatives within designated timeframes; follow up to confirm resolution.
  7. Document calls thoroughly.
  8. Adhere to communication procedures, guidelines, and policies.
  9. Go above and beyond to engage customers.
  10. Exhibit exceptional verbal and written communication, interpersonal, and active listening skills, prioritizing issues effectively.
  11. Perform other duties as assigned.

Required Skills and Qualifications:

  • High level of dedication, enthusiasm, and motivation.
  • Effective listening and communication abilities.
  • Customer-oriented mindset with adaptability to various customer types.
  • Ability to multitask, prioritize, and manage time efficiently.
  • Composure in high-pressure situations.

Education and Experience:

Required:

  • High School Diploma.
  • Exceptional verbal and written communication skills.
  • Strong understanding of company products, policies, and services.
  • Excellent problem-solving capabilities.
  • Ability to remain calm and courteous under pressure.
  • Familiarity with technology, including Microsoft Office Suite and phone systems.

Preferred:

  • Bachelor's degree or equivalent combination of education and experience.
  • Experience in a call center or customer service environment.

Work Environment:

This position involves extended periods of sitting at a workstation. There are no travel requirements, and the weight lifting requirement is minimal (10 lbs).

Relationships:

Reports To: CSA Supervisor

Internal Relationships: Various functional areas

External Relationships: Providers, Brokers, Group Administrators, and Members

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.