Inbound Contact Representative 2, Dental

About the role

Members and providers reach out with benefit questions and service problems, and the first contact is where most of them should get resolved. Clear notes and quick handoffs matter as much as a calm manner on the phone.

At a glance

What you will do

• Take 40 or more inbound calls a day in a back-to-back call center
• Answer benefit questions and handle service issues and general inquiries
• Escalate unresolved or pending customer grievances
• Record every interaction, action and outcome in internal systems
• Work through routine to moderately complex issues using set guidelines
• Spot cases that need escalation and pass them to the right team

What they look for

• At least 2 years of customer service experience
• Reside in the Central or Eastern time zone
• A service mindset and a real wish to help people
• Experience writing up customer issues in detail
• Able to check requests across several systems at once and escalate by severity
• Comfortable in performance-focused settings

Nice to have

• Associate or bachelor's degree

First 90 days

• Join training on time from a quiet space with the camera on
• Keep attendance consistent through the first 90 days
• The first 180 days form an appraisal period, so plan little time away