Customer Service Team Lead

Delta Dental Plan of Michigan • Farmington Hills, MI

2d • Remote

About The Position

At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do – from taking charge of our careers, to helping colleagues and lending a hand in the community. Position Description To provide day-to-day support to customer service representatives by assisting with escalations and monitoring contact center activities.

Requirements

• Position requires an associate’s degree in business administration or a related field and two years of experience in a call center environment.
• Will accept any suitable combination of education, training, or experience.
• Position requires intermediate knowl edge of word processing and spreadsheets; knowledge of dental terminology, procedures, insurance products, and claims processing; ability to analyze and resolve complex problems; ability to identify, research and resolve customer complaints/issues; ability to handle multiple projects and deadlines; advanced de-escalation and soft skills; effective written and verbal communication and time management skills; ability to make informed decisions quickly; ability to identify trends and opportunities; ability to work flexible hours including some weekends.

Responsibilities

• Oversees the customer escalation queue and provides direction for appropriate resolution.
• Analyzes, identifies, troubleshoots and provides resolution on technical issues within the call center.
• Monitors call center activities in real time, in collaboration with Workforce Management, and performs outreach to support customer service staff.
• Monitors call center Communicates with contacts in various departments to solve time sensitive and high priority customer issues.
• Reviews reports and follows up with appropriate staff to ensure all open cases are handled in a timely manner according to established guarantees.
• Collaborates with management to identify trends, coaching and developmental needs, process improvements, and training of customer service representatives.
• Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees