Customer Service Agent Job Minneapolis area,Minnesota USA,Customer Service/HelpDesk

Customer Service Agent

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.

General

Summary:

This position is on-site (Bemidji, MN or Minneapolis, MN), remote (must reside in Minnesota), or hybrid (combination). A Customer Service Agent (CSA) is responsible for providing customer service via the telephone, while successfully managing a large volume of inbound calls related to dental insurance. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers.

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

The best CSAs 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, an affiliate of Delta Dental of Minnesota. We offer extended training. Training may be in-person or virtually from the team member's home residence in Minnesota. All Team Members are required to adhere to Stratacor's Remote Work Policy.

Essential Functions:

Manage incoming calls and customer service inquiries using telephonic and computer software systems

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods and tools

Meet personal and customer service team call handling targets

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

Ensure thorough call documentation

Follow communication procedures, guidelines and policies

Go the extra mile to engage customers

Demonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly

Other duties as assigned

Required

Knowledge, Skills and Abilities:

High level of dedication, enthusiasm and motivation

Ability to listen and communicate effectively

Customer orientation and ability to adapt/respond to different types of customers

Ability to multitask (type, talk and navigate computer systems), prioritize, and manage time effectively

Ability to maintain composure in high-pressure situations

An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems

Ability to navigate a computer and software systems efficiently

Ability to attend extended new hire training Monday through Friday, 8:00am to 4:30pm upon hire

Upon completion of extended new hire training, must have the ability to work a regular schedule Monday through Friday, with a scheduled shift working eight (8) hours per day between the hours of 7:00am to 7:00pm dependent on business needs; typically 10:30am to 7:00pm.

Required

Education and Experience:

High School Diploma or GED

Exceptional verbal and written communication skills

Experience interacting with customers

Excellent problem-solving skills

Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours

Experience with technology, software applications, phone systems and products (i.e. Microsoft Office suite of products)

Preferred Qualifications:

Bachelor's degree; or equivalent combination of education and experience

Call center experience

Strong understanding of company products, policies and services

Work Environment/Physical Demands:

Travel Requirements: N/A

Weight Lifting Requirements: 10 lbs.

Extended periods of sitting at a workstation

Telecommutin Requirements:

Required to have a dedicated work area established that provides information privacy
Ability to keep all company sensitive information secure
Must have reliable direct high-speed internet connection

Relationships:

Reports To:

Customer Service (CS) Supervisor

Directly Manages: N/A

Internal Relationships:

Functional Area

s

External Relationships:
Provider, Broker, Group Administrator and Members

Benefits and Compensation:

Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan;
Paid Time Off (PTO); and Holidays and days of remembrance. Visit https://(Use the "Apply for this Job" box below). for more information.

The starting hourly rate for this position is $20.00. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team members. In compliance with…