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Senior Call Center Representative

Company: NCD Dental & Vision
Location: Waco
Posted on: August 2, 2022

Job Description:

Job Description Life is too short to work with jerks. Come work in a positive, vibrant, and professional environment with friendly coworkers that are a pleasure to be around. We are an awesome and eclectic group of winners, nerds, and gamers who are balanced, fun, kind and thoughtful about life, right after unparalleled member satisfaction. If you like to win every day, then we are looking for you. We are building a world-class team at NCD, the fastest-growing dental and vision plan in the country. NCD is a leading dental and vision insurance provider offering high-quality dental products underwritten by Nationwide Life Insurance Company and individual vision plans utilizing the VSP network. We are known for our promise of providing high-quality dental and vision care at affordable prices. Our mission is to deliver unparalleled member satisfaction. Summary: Do you enjoy connecting with people and consider yourself a great listener? If so, then NCD has a perfect role for you. NCD Dental & Vision has an opportunity for a remote Senior Call Center Representative to join our team. Your role is simple: provide the highest level of phone service and support to our customers in a timely manner. This position is 100% work from home. All remote employees must maintain a workspace that allows professional conversations free from distractions and/or background noise. This position requires 2-4 weeks of paid remote training. Equipment will be provided. Essential Duties and Responsibilities: Handles both inbound and outbound communication with members and/or providers. Communicates with clients across multiple channels, including phone, email, and chat. Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions. Refers new product enrollment or changes to existing enrollment to a licensed agent. Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation. Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact. Continually maintains working knowledge of all company products and services. Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits. Builds trust with members across the healthcare life cycle and improves member retention. Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence. Attends and participates in team meetings, skill builders, training exercises. Qualifications: 2 years of customer service or call center experience College degree preferred, but not required Excellent verbal and written communication skills Proficient computer skills including MS Word, Excel, Outlook, Teams Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously NCD Benefits: Company-paid health, dental, life, and disability insurance 401(k) with employer match Opportunity for professional development On site gym Work from home allowance and support Positive work environment Up to $19 starting pay.

Keywords: NCD Dental & Vision, Waco , Senior Call Center Representative, Other , Waco, Texas

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