Customer Service Agent

Delta Dental of Minnesota•Bemidji, MN

About The Position

The Customer Service Agent (CSA) provides telephone-based customer service while managing a high volume of inbound calls. The role involves following communication scripts, handling a variety of topics, and acting as a liaison between Stratacor, an affiliate of Delta Dental of Minnesota, and its customers. The CSA uses customer service and problem-solving skills while working independently and as part of a team, and is expected to be patient, empathetic, communicative, and effective at troubleshooting customer issues. The position may be onsite in Bemidji or Minneapolis, Minnesota; remote for candidates residing in Minnesota; or hybrid. Extended new-hire training is provided and may take place in person or virtually from home. Telecommuters must follow Stratacor's Remote Work Policy and have a dedicated private work area, safeguard sensitive company information, and maintain reliable direct high-speed internet. Training is Monday through Friday, 8:00 a.m. to 4:30 p.m. After training, the regular schedule is Monday through Friday, eight hours per day, with a scheduled shift between 7:00 a.m. and 7:00 p.m. based on business needs; the typical shift is 10:30 a.m. to 7:00 p.m. The hourly rate is $20.00.

Requirements

High school diploma or GED.
Exceptional verbal and written communication skills.
Experience interacting with customers.
Excellent problem-solving skills.
Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
Experience with technology, software applications, and phone systems, including Microsoft Office products.
High level of dedication, enthusiasm, and motivation.
Ability to listen and communicate effectively.
Customer orientation and ability to adapt and respond to different types of customers.
Ability to multitask, including typing, talking, and navigating computer systems; prioritize; and manage time effectively.
Ability to maintain composure in high-pressure situations.
Working knowledge of technology, technology applications, phone systems, and Microsoft Office products; ability to navigate computers and software efficiently.
Ability to attend extended new-hire training Monday through Friday, 8:00 a.m. to 4:30 p.m. upon hire.
After training, ability to work Monday through Friday for an eight-hour scheduled shift between 7:00 a.m. and 7:00 p.m., depending on business needs.

Nice To Haves

Bachelor's degree or equivalent combination of education and experience.
Call center experience.
Strong understanding of company products, policies, and services.

Responsibilities

Manage incoming calls and customer service inquiries using telephone and computer software systems.
Identify and assess customers' needs to achieve satisfaction.
Build sustainable customer relationships and trust through open, interactive communication.
Provide accurate, valid, and complete information using appropriate methods and tools.
Meet personal and customer service team call-handling targets.
Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution.
Document calls thoroughly.
Follow communication procedures, guidelines, and policies.
Make an extra effort to engage customers.
Communicate exceptionally verbally and in writing, use interpersonal and active-listening skills, prioritize issues, and respond accordingly.
Perform other duties as assigned.