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Customer Service Rep
3 weeks ago
Location is Cary, NC - candidate must be located within one hour of Cary, NC
Training timeframe and hours:
8/25 - 9/26 will be the training
Hours for training will be from 8:00 am - 5:00 pm EST.
09/29 - 10/10 will be nesting, which is a continuation of the training.
Candidates will be expected to work all training days - no time off is approved during the training period.
Client will be closed on September 1st for Unpaid Labor Day Holiday
*Possibility for extension, however, is not guaranteed and is performance dependent.
Required Skills/Experience
• 1 year of experience in customer service customer (includes call center, retail, and restaurants).
• The ability and desire to work during the hours of operation 8 AM to 11 PM, Monday through Friday. Applicants must be flexible regarding shift worked with an understanding that shifts are based-on business need.
• Must have intermediate computer literacy
Role Value Proposition
As a leader in insurance, Client never underestimates the significance of the impact made by associates.
We are actively hiring Customer Care Advocates for our Dental Global Customer Solutions (GCS) team As a Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and/or email and resolve problems by putting customers at the heart of all you do.
The successful candidate will leverage effective listening skills, mindfulness, strong intellectual curiosity, and an honest desire to be effective and ensure each customer experience is exceptional. With an understanding of the customers' needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.
Key Responsibilities
• Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Respond to dental customer requests via telephone or email, providing excellent service to Client's customers who have insurance products or benefit plans.
• Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Enhance and strengthen the relationship between the customer and Client using effective communication skills, keen listening skills and empathy.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.
Essential Business Experience and Technical Skills
Required:
• New hires should live a commutable distance from the site the role is posted in (Cary, NC).
• High School Diploma or GED equivalent.
• 1 year of experience in customer service customer (includes call center, retail, and restaurants).
• The ability and desire to work during the hours of operation 8 AM to 11 PM, Monday through Friday. Applicants must be flexible regarding shift worked with an understanding that shifts are based-on business need.
• Ability to navigate across multiple computers monitors and programs (including Word, Salesforce, and Insight) at one time while conversing with a customer.
Preferred:
• Prior Call Center or Customer Service Representative experience is preferred.
• Strong computer/keyboard skills (ability to type efficiently).
• Experience handling dental or other types of insurance products.
• Prior experience in a dental office.
• Superb listening skills and professional oral communication skills to inspire trust and accountability though in an empathetic style which promotes a quality image of Client.
• Previous experience with Salesforce is a plus.
