Member Care Representative

Summary

Join DentalPlans.com as a remote Customer Care Representative and provide exceptional service to our dental savings plan members. You will handle inbound and outbound calls, address inquiries, resolve issues, and process renewals. Building strong customer relationships and promoting our plans are key responsibilities. You will collaborate with the Inside Sales team and maintain accurate documentation. Continuous improvement through training and feedback is expected. Meeting performance metrics related to response time and customer satisfaction is crucial.

Requirements

• Typically 1 or more years of related experience
• Typically High School education, vocational training and/or on-the-job training
• Good time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization
• 2-3 years of call center or customer service experience, preferably in a sales or healthcare-related industry
• Strong communication skills, both written and verbal, with an emphasis on active listening and customer empathy
• Demonstrated ability to resolve customer issues effectively while maintaining a positive and professional attitude
• Ability to multitask, stay organized, and handle a high volume of customer interactions
• Proficient in using multiple system applications, Microsoft Office, and dual-screen setups
• Customer-focused with a passion for delivering exceptional service
• Strong problem-solving skills and the ability to think on your feet
• Proficient keyboarding skills and familiarity with CRM tools

Responsibilities

• Handle inbound and outbound calls to assist customers with questions regarding their dental savings plans (DSPs), benefits, and enrollment status
• Provide clear explanations of DSP features, enrollment processes, renewals, and billing issues to ensure customers fully understand their plans
• Resolve customer complaints, inquiries, and requests promptly and professionally, ensuring high levels of customer satisfaction
• Process plan renewals, updates, and cancellations according to company procedures
• Develop strong relationships with customers by listening attentively, addressing concerns, and offering personalized solutions to meet their needs
• Provide ongoing support to customers, offering guidance on how to get the most out of their dental savings plans
• Assist with outbound calls when necessary to promote renewals, upsell additional services, or follow up on past interactions
• Work closely with the Inside Sales team to ensure smooth handoffs and continuity in customer care during the sales and post-sales process
• Assist with cross-selling and upselling where appropriate, based on customer needs and opportunities
• Accurately document all customer interactions and updates in the system in accordance with company policies and standards
• Follow company scripts, policies, and compliance requirements during all customer interactions
• Participate in ongoing training and coaching sessions to enhance product knowledge, sales techniques, and customer service skills
• Actively contribute to team meetings and provide feedback to improve customer care processes
• Maintain high-quality service standards, ensuring KPIs such as response time, customer satisfaction, and issue resolution are consistently met

Preferred Qualifications

• Bilingual (English and Spanish) or multilingual
• Experience working with dental savings plans or health insurance

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Paid Parental Leave
• Short Term Disability
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities