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Senior Call Center Representative

Company: NCD Dental & Vision
Location: Waco
Posted on: January 23, 2023

Job Description:

Life is too short to work with jerks.Come work in a positive, vibrant, and fast-moving environment with easygoing coworkers that are a pleasure to be around. We're a unique and eclectic group of winners, nerds, and gamers who are balanced, fun, kind and thoughtful about life, right after our commitment to unparalleled member satisfaction. If you like to win every day, in a fast-moving organization, then we are looking for you. NCD is building a world-class team, helping us to become one of the fastest-growing dental and vision insurance providers in the industry. NCD is a leading insurance provider offering individual dental and vision plans. Our carrier partners: Nationwide, MetLife, and VSP help us deliver unparalleled agent and customer satisfaction. NCD is known for our promise of providing top notch dental and vision service and Spreading the Smile to our agents, members and employees. Our mission is to improve lives by driving better health, providing an exceptional experience, and Spreading The Smile.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
    • Bilingual is a plus (Spanish bilingual employees receive an additional pay differential) -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 $18.50 pay.

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

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