Dental Network Contact Center Representative
Inmediata Health Group•San Juan, PR
About The Position
Inmediata Health Group is seeking for a Dental Network Service Representative will be supporting our client’s customers as a first point of contact and resolving questions regarding their accounts, via telephone, email, online chat, or any other established process.
Requirements
- Minimum one year of experience in customer service-related work
- Sixty (60) college credits equivalent to two (2) years of study or an associate degree.
- Bilingual (English|Spanish)
- Availability to rotate shifts from Monday to Friday from 7:00am to 7:00pm.
Responsibilities
- Interact with current and potential customers via telephone, email, online chat, or any other established process, to provide support and information on our clients’ services.
- Identify customers’ needs, clarify information, answer questions, research every issue, and provide solutions.
- Register and document all customer interactions received in our CRM (Customer Relationship Management) Salesforce application database or any other application.
- Ensures that appropriate actions are taken to resolve customers’ concerns, escalating major issues with the appropriate staff, and following the internal procedures when necessary.
- Follows contact center-established “scripts” when handling different topics.
- Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
- Accomplish the established individual and department contact center metrics on a daily, weekly, and monthly basis.
- Responsible for follow-up internally to ensure that tasks are completed within any given deadline provided by customers.
- Responsible for closing the service cycle of calls that are not solved in the first contact and/or there was a commitment with the customer to call back.
- Provide clear, coherent, and comprehensible responses to customers on the resolution of grievances and appeals to avoid follow-up inquiries that may delay or have an adverse impact on the quality or efficiency of the service.
- Provides detailed guidance on benefits, clarifying doubts to customers and prospects about services.
- Refers to support departments as applicable, following up until a response is received.
- Keeps customers informed of the status and notifies the outcome of the request to complete the service cycle.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
