Call Center Customer Service Representative - Chicago, IL

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Job Summary: This position provides customer support to all members and is responsible for fielding incoming calls and maintaining solid member relationships by handling member questions and concerns with knowledge, accuracy and professionalism. The person in this position will utilize their knowledge and research to troubleshoot questions and concerns to ensure a swift resolution, with the highest level of customer satisfaction. Exceptional listening, communication, and problem solving skills are essential to be successful in this position.
Summary of Essential Functions: Included, but not limited to -

Field incoming calls from current members. Engage and connect with each member to create an exceptional customer service experience
Provide members with accurate and detailed dental plan information/options
Identify, research, and effectively resolve member issues and concerns in a timely manner
Handle member questions, complaints and billing inquiries with the highest level of quality, courtesy, and professionalism using a one-call resolution
Follow-up with member inquiries that cannot be resolved in one call
Demonstrate cross-selling skills by offering additional benefit products or services
Assist members in utilizing their online portal to locate membership information, member ID card, and to review materials to better educate them on their plan(s), and other resources and affiliate offers available only online
Demonstrate excellent customer service and diffusing techniques for difficult or escalating situations
Obtain referrals from members to meet or exceed monthly goals
Contribute to meeting and exceeding department productivity and quality standards (PCA & department scorecard averages)
Recognize, document, and alert manager of trends in member calls to ensure practical resolutions
Recommend process improvements to continue to provide excellent customer service
Increase member satisfaction by offering alternative solutions that best meet their needs
Retain members by re-selling the product value, ensuring all concerns are resolved to customer satisfaction, following the core ethical values of
Complete all assigned tasks before the end of the scheduled shift
Adhere to outlined company policies and procedures, and Core Values
All other tasks and duties as assigned

This Position Offers:
A compensation package that commensurate with experience
A competitive benefits package
Monthly performance bonus if metrics are met

Job Qualifications: Minimum Abilities and Skills Required

High School Diploma
At least one year customer service experience in a fast paced environment with demonstrated commitment to providing exceptional customer support. Customer Retention experience a plus
Excellent communication, problem solving, analytical, listening, and organizational skills
Intermediate level of PC hardware & software (Windows, Microsoft Word & Excel, and internet browsing)
Must be organized, detail oriented, customer focused, self-motivated, able to multi task and be a team player
Strong interpersonal skills
Attention to detail
A certain degree of creativity and flexibility is required
Ability to use proper discretion in evaluating and elevating member issues
Must be able to work under general supervision
Able to sit and work at a computer for long periods of time
Regular and on time attendance

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