Customer Care Advisor, Bilingual

NCD • San Antonio, TX

4d • Remote

About The Position

NCD Dental & Vision is hiring a Customer Care Advisor to provide timely, high-quality phone service and support to customers. The role handles inbound and outbound communications with members and providers across phone, email, and chat; answers questions about products and policies; processes transactions; and resolves or routes billing and service issues. Advisors document interactions in CRM software, maintain knowledge of company products and services, and help members understand their health benefits. The position is 100% work from home and includes 2–4 weeks of paid remote training. Equipment will be provided. Remote employees must have a professional workspace free from distractions and background noise.

Requirements

• At least 2 years of customer service or call center experience.
• Excellent verbal and written communication skills.
• Proficient computer skills, including MS Word, Excel, Outlook, and Teams.
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously.
• Maintain a professional home workspace free from distractions and background noise.

Nice To Haves

• College degree preferred, but not required.
• Bilingual ability is a plus; Spanish-bilingual employees receive an additional pay differential.

Responsibilities

• Handle inbound and outbound communications with members and/or providers.
• Communicate with clients by phone, email, and chat.
• Review member products and answer questions about products, current policies, additions or changes, disputes, and transactions.
• Refer new product enrollment or changes to existing enrollment to a licensed agent.
• Address billing or service complaints and inquiries, and forward escalated issues to the appropriate department for investigation.
• Document member interactions and comments in CRM software, maintaining accurate notes for every client contact.
• Maintain working knowledge of company products and services.
• Educate members about managing their health and well-being so they can select suitable benefit plan options and maximize the value of their health plan benefits.
• Build trust with members across the healthcare life cycle and improve member retention.
• Meet performance goals and KPIs for call quality, conversation effectiveness, member satisfaction, call volume, average handle times, attendance, and schedule adherence.
• Attend and participate in team meetings, skill builders, and training exercises.

Benefits

• Company-paid health, dental, life, and disability insurance.
• 401(k) with employer match.
• Opportunity for professional development.
• Work-from-home allowance and support.
• Positive work environment.
• Paid remote training for 2–4 weeks.
• Equipment provided.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed