Customer Experience Specialist 1 - Dental Contact Center
About The Position
As a Customer Experience Specialist 1 in our dental insurance contact center, you will be handling inquiries from our customers related to their dental insurance plans. These inquiries can range from providing an effective date on an account to helping a member better understand their dental benefits. Here are some additional details regarding responsibilities: Responsible for interacting with customers via inbound / outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions. Responds and anticipates the customer's needs while navigating several systems and web applications. Understands the customer's' previous interactions with Principal in order to provide a coordinated, 360 experience. Builds customer relationships by providing accurate information, presenting the process optimally and solving the customer inquiries real-time. Demonstrates ability to recognize when an interaction needs to be escalated for resolution. Identifies innovation solutions to improve the customer experience and identifies voice of the customer opportunities for the enterprise. While we're open to remote opportunities, however, those candidates who reside within 30 miles of the Des Moines, IA and Charlotte, NC Principal offices, would be working in the office with the potential for a hybrid work arrangement in the future.
Requirements
- 2+ years of customer service experience or equivalent proven through one or a combination of the following: work experience, training, military experience, and education.
- Ability to learn and understand a broad range of insurance products and apply that knowledge by referencing appropriate tools and resources.
- Excellent typing skills.
- Ability to quickly learn and navigate within numerous software and web applications.
- Proficient with desktop applications such as MS Office and Internet browsers.
- Strong analytical, interpersonal, problem solving, attention to detail and decision-making skills.
- Will be required to pass dental terminology coursework during training.
Nice To Haves
- Experience working within call centers, customer service and/or dental insurance experience preferred.
Responsibilities
- Interacting with customers via inbound / outbound phone calls and ensuring a consistent, positive experience
- Incorporating the established service processes in all interactions
- Responding to and anticipating customer's needs while navigating several systems and web applications
- Understanding the customer's previous interactions with Principal in order to provide a coordinated, 360 experience
- Building customer relationships by providing accurate information, presenting the process optimally and solving the customer inquiries real-time
- Recognizing when an interaction needs to be escalated for resolution
- Identifying innovation solutions to improve the customer experience and identifies voice of the customer opportunities for the enterprise
Benefits
- Personal Time Off (PTO) is provided to hourly (non-exempt) employees and provides a set amount of accrued time earned each pay period. Employees can use their PTO for vacation, personal or short-term illness.
- Pension Eligible
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
