Associate Customer Service Representative

Company

United Concordia Dental

This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.

• Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
• Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
• Meet all production, quality, and adherence standards. Attends all required training classes.
• Elevate issues to next level of supervision, as appropriate.
• Maintain accurate records, including timekeeping records.
• Other duties as assigned or requested.

Employees must comply with HIPAA and all data security guidelines described in the Company’s Privacy Policies and Practices and Information Security Policy. Employees must also adhere to the company's Code of Business Conduct, including applicable federal, state, and local laws, rules, and regulations.

Required

• High School Diploma or GED

Substitutions

• None

Preferred

• None

Required

• 6 months of Customer Service in a customer facing role

Preferred

• Customer Service in a call-center environment
• Customer Service in a Healthcare related call-center environment strongly preferred

Required

• None

Preferred

• None

• Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
• Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.
• Ability to take direction and to navigate through multiple systems simultaneously.
• Ability to maintain composure under stressful and fast-paced conditions.
• Strong written and verbal communication skills
• Ability to communicate complex information in a simple, customer facing way

None

0% - 25%

Position Type

Office-based

Teaches/Trains others regularly

Rarely

Travels regularly from the office to various work sites or from site-to-site

Does Not Apply

Works primarily out-of-the office selling products/services (Sales employees)

Does Not Apply

Physical Work Site Required

No

Lifting up to 10 pounds

Constantly

Lifting 10 to 25 pound

Rarely

Lifting 25 to 50 pounds

Rarely

$19.39

$24.19

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.