Customer Experience Specialist

Customer Experience Specialist 1

As a Customer Experience Specialist 1 in our dental insurance contact center, you will be handling inquiries from our customers related to their dental insurance plans. These inquiries can range from providing an effective date on an account to helping a member better understand their dental benefits. You will be responsible for interacting with customers via inbound/outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions.

You will respond and anticipate the customer's needs while navigating several systems and web applications. You will understand the customer's previous interactions with Principal in order to provide a coordinated, 360 experience. You will build customer relationships by providing accurate information, presenting the process optimally, and solving the customer inquiries real-time. You will demonstrate the ability to recognize when an interaction needs to be escalated for resolution.

You will identify innovation solutions to improve the customer experience and identify voice of the customer opportunities for the enterprise.

You will have 2+ years of customer service experience or equivalent proven through one or a combination of the following: work experience, training, military experience, and education. Experience working within call centers, customer service, and/or dental insurance experience is preferred. You will be able to learn and understand a broad range of insurance products and apply that knowledge by referencing appropriate tools and resources.

You will have excellent typing skills. You will be able to quickly learn and navigate within numerous software and web applications. You will be proficient with desktop applications such as MS Office and Internet browsers. You will have strong analytical, interpersonal, problem-solving, attention to detail, and decision-making skills. You will be required to pass dental terminology coursework during training.

Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly) $19.18 - $25.58 / hour

Personal Time Off (PTO) is provided to hourly (non-exempt) employees and provides a set amount of accrued time earned each pay period. Employees can use their PTO for vacation, personal or short-term illness.

This position is fully onsite and will be based at our Des Moines, IA office.

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role. (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)

For Principal Global Investors positions, you'll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Principal is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.