Knowledge Management System Specialist

Delta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several consecutive years and value our team members for building this reputation.

The Knowledge Management System Specialist assist Customer Service Agents with complex questions via phone and messaging. This position functions as a subject matter expert in customer service operations. Providing customer service back-up on inbound calls to members, providers, brokers and group administrators of Delta Dental of Minnesota and Delta Dental of Nebraska. Responsible for successfully managing inbound calls, outbound calls, claims processing support, customer service questions and special projects.

This role is the subject matter expert for all aspects of customer service operations including, but not limited to: inbound call management, coverage continuation, Portal Support, claims processing and act as on the floor support for agents. The position requires excellent customer service and problem-solving skills, with the ability to work both independently and as a part of a team.

The Knowledge Management System Specialist should have the time-management and organizational skills necessary to effectively manage multiple expectations in a fast-paced environment.

This position will be with Stratacor, an affiliate of Delta Dental of Minnesota.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment authorization at this time.

• Manage complex incoming calls and customer service inquiries.
• identify, assess, and provide solutions for customer needs to achieve satisfaction.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/resources.
• Meet persona/customer service team call handling targets.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Exceptional verbal and written communication, interpersonal and active-listening skills, as well as the ability to prioritize issues and respond accordingly.
• Making decisions as needed without supervision to ensure a positive customer experience
• Developing the knowledge of customer needs and trends to improve customer satisfaction and loyalty
• Maintain up-to-date knowledge of policies, processes, and programs
• Solicit and collect feedback and recommend improvement opportunities
• Represent Delta Dental at internal and external meetings with employees, customers or providers
• Perform special projects and assignments within established time frames
• Serves as a key resource throughout the organization on complex and/or critical issues
• Act as the subject matter expert (SME) supporting all areas of Customer Service Operations

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

• High level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment
• Ability to convey a positive and professional image to customers and employees
• Ability to listen and communicate effectively (verbally and in writing), maintain composure in high-pressure situations, remain calm and courteous
• Customer-oriented with ability to adapt and respond to different types of customer concerns
• Proven leadership abilities as demonstrated by the capacity to influence customers, employees, and management in support of business initiatives
• Demonstrated collaboration and negotiation skills
• Self-starting and motivating, manage multiple priorities and aggressive timelines
• Ability to multi-task, prioritize, and manage time effectively
• Ability to resolve complex situations effectively; analytical, efficient, thorough, probe, identify root cause, and follow through to its conclusion
• Ability to present to stakeholders, internally and externally
• Strong understanding of company products, policies,…