Customer Operations Coordinator

Delta Dental • Rancho Cordova, CA

2d

About The Position

The Customer Operations Coordinator is responsible for supporting Customer Operations teams by teaching and developing Customer Service Representatives, monitoring processes, addressing customer needs, identifying process improvement opportunities, reporting on KPIs, and coordinating with internal departments.

Requirements

• 3+ years of experience w/High School
• 2+ years experience in contact center or customer service role
• Advanced knowledge of dental terminology and dental claim processing and procedures
• Strong organizational/time management skills and multi-tasking abilities
• Detail-oriented, flexible, creative, and self-motivated
• Strong analytical and problem solving skills
• Ability to maintain confidentiality
• Aptitude towards process improvement
• Strong leadership and communication skills with an emphasis on conflict resolution
• Knowledge of Enterprise systems, products, policies, procedures and guidelines

Responsibilities

• Reviews Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes and KPIs.
• Responds to and determines best resolution of escalated complaints and complex inquiries to strive for world class customer service.
• Researches root causes analysis of identified issues and develops optimized solutions.
• Coordinates research and resolution of issues with internal departments (Provider Relations, Billing, Sales/Marketing, Claims, etc.).
• Investigates, analyzes, researches, and responds to electronic, telephone, and written referral inquiries from groups, plan partners, and/or other external contacts as needed.
• Partners with the Customer Operations team to monitor and report on all KPIs, CSR status and schedules for efficient tracking.
• Alerts Supervisor and Manager of identified deficiencies.
• Creates, updates, and facilitates content on current processes, product knowledge, and best practices.
• Builds and supports engagement plans for Customer Operations teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED