Job Details

Customer Care Advocate

Location: Remote - must live in California

Schedule: The ability and desire to work during the hours of operation 5:00 AM – 8:00 PM PST, Monday through Friday. Applicants must be flexible regarding shifts worked with an understanding that shifts are based on business need.

You will join our Client team supporting dental insurance customers with best-in-class service as a Customer Care Advocate. As a leader in insurance, Client never underestimates the significance of the impact made by associates. We are actively hiring Customer Care Advocates for our Dental Global Customer Solutions (GCS) team! As a Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and/or email and resolve problems by putting customers at the heart of all you do. A successful candidate will leverage effective listening skills, mindfulness, strong intellectual curiosity, and an honest desire to be effective and ensure each customer's experience is exceptional. With an understanding of the customers' needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us. You'll assist members with inquiries related to dental coverage, claims, and benefits, while maintaining professionalism and empathy. Flexibility to work later shifts may be required to meet business needs, with support to help you maintain a healthy work-life balance.

Key Responsibilities:

• Virtual roles work from a home office
• Respond to dental customer requests via telephone or email, providing excellent service to Client's customers who have insurance products or benefit plans.
• Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Enhance and strengthen the relationship between the customer and Client using effective communication skills, keen listening skills and empathy.
• Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Essential Business Experience and Technical Skills Required:

• New hires must reside in the state of California
• High School Diploma or GED equivalent.
• Reliable high speed wired Ethernet Internet (100 MBPS download, 20 Mbps upload). Wifi Not compatible.
• 1 year of experience in a remote Call Center Customer Service role.
• Ability to navigate across multiple computers monitors and programs (including Salesforce, Word, Excel, and Outlook) at one time while conversing with a customer.

Preferred:

• 2 + years Call Center or Customer Service Representative experience is preferred.
• Strong computer/keyboard skills (ability to type efficiently).
• Experience in handling dental or other types of insurance products.
• Prior experience with Salesforce is a plus.