Description
As a Dental Inbound Contacts Representative, you are often the first human connection our members have with us. Working remotely, you will report to the Inbound Contacts Supervisor and be a part of the Consumer Contacts team. Every interaction is an opportunity to solve a problem, reduce frustration, and create trust. You will support members and providers by answering benefit questions, resolving concerns, and guiding them through next steps,helping ensure they feel informed and supported.
Responsibilities:
- Handle 40+ inbound calls daily from members and providers in a back-to-back call center environment
- Address multiple member and provider needs, including benefit questions, service issues, and general inquiries
- Escalate unresolved and pending customer grievances
- Document all interactions, actions taken, and outcomes in internal systems
- Resolve routine to moderately complex issues by following established guidelines and workflows
- Identify issues requiring escalation and ensure handoff to the appropriate teams
- Meet quality, productivity, and customer experience expectations
What Success Is:
- Members feel heard, supported, and satisfied with their experience
- We are proactive and resolve issues on the first contact whenever possible
- Documentation is complete, clear, and compliant
- Experience empathizing with frustrated customers, and accountability in every interaction
Requirements:
- Minimum 2 years of customer service experience
- Must reside in the Central or Eastern Time Zone
- Customer service mindset with a genuine desire to help others
- Experience documenting customer issues in detail
- Experience assessing support requests in multiple systems simultaneously and escalating based on severity
- Experience interpreting and responding to customer requests
- Experience excelling within performance-focused settings
Preferred Qualifications:
- Associate or bachelor's Degree
- Previous inbound call center experience
- Healthcare, Dental or insurance industry experience
Training Schedule:
- This position is scheduled to start on January 4, 2027. Training will begin on day one and last five to six weeks with a schedule of 8:30 AM to 5:00 PM Eastern, Monday through Friday.
Work Schedule Following Training:
- Following training, you will be assigned an 8-hour shift between 11:00 AM and 9:00 PM Eastern, Monday through Friday. Shift bids periodically occur, based on business needs and is based on performance and tenure
Benefits:
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Time off (including paid time off, company and personal holidays, paid parental and caregiver leave)
- Short-term and long-term disability
- Life insurance