Delta Dental of Minnesota


Customer Service Representative

Interested in joining our Delta Dental team as a Customer Service Representative at our new Operations and Technology Center in Bemidji?

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Here's the job description for the role.

Job Title Customer Service Representative I
Department Operations FSLA Non-Exempt
Location Bemidji, MN Grade -
Last Updated December 2018 Position Type Full-Time

General Summary

We are searching for dedicated Customer Service Representatives I (CSR) who assist customers via telephone. As a Customer Service Representative, you will be responsible for successfully managing large amounts of inbound calls. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers.

The CSR will combine excellent customer service and problem-solving skills with the ability to work both independently and as part of a team.

The best CSRs 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 Enterprise, LLC, an affiliate of Delta Dental of Minnesota.

Essential Functions

  1. Manage incoming calls and customer service inquiries
  2. Identify and assess customers’ needs to achieve satisfaction
  3. Build sustainable relationships and trust with customer accounts through open and interactive communication
  4. Provide accurate, valid and complete information by using the right methods and tools
  5. Meet personal and customer service team call handling targets
  6. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  7. Ensure through-call documentation
  8. Follow communication procedures, guidelines and policies
  9. Go the extra mile to engage customers
  10. Demonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly
  11. Other duties as assigned

Required Knowledge, Skills and Abilities

  1. High level of dedication, enthusiasm, motivation
  2. Ability to listen and communicate effectively
  3. Customer orientation and ability to adapt/respond to different types of customers
  4. Ability to multi-task, prioritize, and manage time effectively
  5. Ability to maintain composure in high-pressure situations

Required Knowledge, Skills and Abilities

  1. High level of dedication, enthusiasm and motivation
  2. Ability to listen and communicate effectively
  3. Customer orientation and ability to adapt/respond to different types of customers
  4. Ability to multitask, prioritize, and manage time effectively
  5. Ability to maintain composure in high-pressure situations

Required Education and Experience

Required Qualifications:

  1. High School Diploma
  2. Exceptional verbal and written communication skills
  3. Strong understanding of company products, policies and services
  4. Excellent problem-solving skills
  5. Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
  6. An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems

Preferred Qualifications:

  1. Bachelor’s degree; or equivalent combination of education and experience
  2. Call center and/or customer service experience

Work Environment / Physical Demands

  1. Travel Requirements: N/A
  2. Weight Lifting Requirements: 10 lbs.
  3. Extended periods of sitting at a workstation

Relationships

  1. Reports To: CSR Mananger
  2. Directly Manages: N/A
  3. Internal Relationships: Functional Areas
  4. External Relationships: Provider, Broker, Group Administrator and Members




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