Member Care/Sales Representative

Summary

Join DentalPlans.com as a Member Care/Sales Representative and provide exceptional customer service to our dental savings plan members. You will handle inbound and outbound calls, address inquiries, resolve issues, and process renewals. This fully remote position (within the US) requires strong communication and problem-solving skills. You will build customer relationships, promote plans, and contribute to customer retention. The schedule is Monday-Thursday 10:30am-7:00pm EST and Friday 9:30am-6:00pm EST, with flexibility for different time zones. This role also involves sales support, documentation, and continuous improvement.

Requirements

• Typically a high school diploma
• 1+ years of call center or customer service experience (preferably in sales or healthcare-related industries)
• Strong written and verbal communication skills, with active listening and customer empathy
• Proven ability to resolve customer issues professionally while maintaining a positive attitude
• Excellent multitasking, time management, and organizational skills in a high-volume environment
• Strong attention to detail, accuracy, and ability to manage confidential or sensitive information
• Proficient in Microsoft Office, multiple system applications, and dual-screen setups
• Solid keyboarding skills and ability to type 40 WPM
• Ability to work a regular 40-hour schedule, with occasional overtime during peak periods
• A work environment free from background noise and distraction

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
• When seasonal high sales call volume dictates, the position will also handle both Inbound and Outbound sales calls, working with a diverse set of consumers to identify their needs and make recommendations for the appropriate plan
• 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
• Provide support to customers in a chat environment identifying solutions as needed
• Support a minimum of 3 chats simultaneously with excellent customer service
• 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
• Meet or exceed individual performance goals, such as call volume, customer satisfaction scores, and problem resolution times

Preferred Qualifications

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

Benefits

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