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Client Support Specialist

2 months ago

St Louis, Missouri, United States Delta Dental of Missouri Full time


Are you dedicated to providing outstanding support? Delta Dental of Missouri is looking for a Client Support Specialist who thrives in a dynamic setting.

In this role, you will be responsible for effectively addressing inquiries, documenting communications, and working collaboratively with teams to manage escalated concerns.


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


Position Overview:


The main duty of the Client Support Specialist is to provide exceptional assistance to dental offices, subscribers, members, brokers, and group contacts via telephone.

This role involves promptly addressing and resolving issues while ensuring clear and effective communication of essential information, with the goal of resolving inquiries during the initial contact.

Furthermore, this position requires thorough documentation of all client interactions and call details for accurate tracking.

Additionally, the role may include participating in a rotation to manage customer inquiries through email, chat, and other communication methods.


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


Key Responsibilities:
1. (75%) Resolve customer inquiries for basic to mid-level complexity call types.

This may include but is not limited to:

  • Managing customer calls with mid-level complexity and delivering high-quality service and solutions to members and providers;
  • Applying a comprehensive understanding of products/services to address customer inquiries;
  • Demonstrating analytical skills to ensure prompt and accurate issue resolution;
  • Upholding a high level of professionalism and customer satisfaction in every interaction;
  • Meeting or exceeding key performance metrics as outlined in individual goals provided by your team lead;
  • Participating in in-person meetings to acquire new skills, train on system updates, enhance general knowledge, and foster relationships with colleagues.
2. (15%) Ensure proper documentation for all customer issues.

This may include but is not limited to:

  • Guaranteeing accurate and comprehensive documentation of all customer interactions;
  • Inputting relevant information into the system to track customer communications;
  • Providing detailed notes for reference by other team members and departments.
3. (10%) Follow up with other departments on unresolved customer issues requiring further intervention.

This may include but is not limited to:

  • Following up with other departments regarding outstanding 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, particularly within the dental, insurance, or financial services sectors;
  • Excellent analytical 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
  • Resilience
  • Resourcefulness
  • Service Orientation

Work Environment:
This position currently operates as a hybrid role, requiring both remote and in-office work. Any home office setting must comply with the organization's guidelines.

This role necessitates regular attendance at in-person meetings, the frequency of which is determined by management based on departmental or organizational needs.


Physical and Other Requirements:
Specific vision abilities required by this job 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 is frequently required to use hands and arms to handle, feel, reach, and operate a computer. This job requires substantial typing.


Additionally, this position requires working in a fast-paced environment that can be stressful at times due to the high volume of incoming calls, emails, and other communications.

The ability to transition from call to call rapidly is essential.


This position demands a significant amount of multi-tasking and the ability to shift focus between tasks, screens, and systems to obtain data.

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 requirements of the position and does not encompass a comprehensive listing of 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 as necessary.