Customer Care Advisor

NCD

4d•Remote

About The Position

NCD Dental & Vision is hiring a remote Customer Care Advisor to provide timely, high-quality phone service and support to customers. The position is 100% work from home. Employees must maintain a professional workspace free from distractions and background noise. The role includes 2–4 weeks of paid remote training, and equipment is provided. The advisor communicates with members and providers through phone, email, and chat; answers questions about products and policies; processes transactions; and handles billing and service inquiries. The advisor documents each interaction in CRM software, keeps current on company products and services, and helps members understand their benefits. The role also focuses on building member trust and retention while meeting established performance goals and participating in team meetings and training.

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 listen, type, speak, and navigate multiple interfaces simultaneously.
Ability to maintain a professional home workspace free from distractions and background noise.

Nice To Haves

College degree preferred but not required.
Bilingual skills are a plus; Spanish-bilingual employees receive an additional pay differential.

Responsibilities

Handle inbound and outbound communications with members and 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 enrollments or changes to existing enrollment to a licensed agent.
Address billing and 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, selecting benefit plan options, and maximizing the value of their health plan benefits.
Build trust with members throughout 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.