Customer Service Agent

Delta Dental of Minnesota•Bemidji, MN

9d•$20•Hybrid

About The Position

This position is on-site (Bemidji, MN or Minneapolis, MN), remote (must reside in Minnesota), or hybrid (combination). A Customer Service Agent (CSA) is responsible for providing customer service via the telephone, while successfully managing a large volume of inbound calls related to dental insurance. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers. The CSA will combine excellent customer service and problem-solving skills with the ability to work both independently and as part of a team. The best CSAs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They are able to put themselves in our customers' shoes and advocate for them when necessary. They are also skilled at troubleshooting problems on behalf of our customers. This position will be with Stratacor, an affiliate of Delta Dental of Minnesota. We offer extended training. Training may be in-person or virtually from the team member's home residence in Minnesota. All Team Members are required to adhere to Stratacor's Remote Work Policy.

Requirements

High level of dedication, enthusiasm and motivation
Ability to listen and communicate effectively
Customer orientation and ability to adapt/respond to different types of customers
Ability to multitask (type, talk and navigate computer systems), prioritize, and manage time effectively
Ability to maintain composure in high-pressure situations
An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems
Ability to navigate a computer and software systems efficiently
Ability to attend extended new hire training Monday through Friday, 8:00am to 4:30pm upon hire
Upon completion of extended new hire training, must have the ability to work a regular schedule Monday through Friday, with a scheduled shift working eight (8) hours per day between the hours of 7:00am to 7:00pm dependent on business needs; typically 10:30am to 7:00pm
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, phone systems and products (i.e. Microsoft Office suite of products)
Required to have a dedicated work area established that provides information privacy
Ability to keep all company sensitive information secure
Must have reliable direct high-speed internet connection

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 telephonic and computer software systems
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid and complete information by using the right methods and tools
Meet personal and customer service team call handling targets
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Ensure thorough call documentation
Follow communication procedures, guidelines and policies
Go the extra mile to engage customers
Demonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly
Other duties as assigned