Customer Care Advisor

NCD; United States; Remote; USD 40,000 - 55,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Life insurance

Disability insurance

Work from home stipend

Job summary

NCD Dental & Vision is seeking a remote Customer Service Advisor to provide the highest level of phone support to members and providers. This 100% work-from-home role includes paid remote training and equipment provided, with a focus on accuracy, empathy, and timely responses.

You will handle inbound/outbound calls, emails, and chats, document interactions in CRM, and strive to meet KPIs for call quality, satisfaction, and efficiency. Spanish bilinguals receive differential pay.

Qualifications

• 2+ years of customer service or call center experience.
• Excellent verbal and written communication skills.
• Ability to multitask and navigate multiple interfaces.

Responsibilities

• Handle inbound and outbound communication with members and providers.
• Communicate with clients across phone, email, and chat.
• Review member questions about products, policies, enrollment changes, and transactions.
• Refer enrollment changes to a licensed agent.
• Address billing or service inquiries and escalate when needed.
• Document all member interactions in CRM with accurate notes.
• Maintain knowledge of all products and services.
• Educate members to select best benefit plan options.
• Build trust and improve member retention across health care lifecycle.
• Meet KPIs for call quality, satisfaction, and efficiency.
• Attend team meetings and trainings.

Skills

Customer service

Communication skills

Multitasking

Bilingual (Spanish)

Education

College degree preferred

Tools

MS Word

Excel

Outlook

Teams

Job description

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 Customer Service Advisor 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

• Work from home allowance and support

• Positive work environment

Equal Opportunity

NCD is an Equal Opportunity Employer. We are committed to building a team that reflects a variety of backgrounds, perspectives, and skills. We believe our differences make us stronger and help us better serve our members, agents, partners, and each other.