Customer Care Advisor, Bilingual

NCD; United States; Remote; USD 32,000 - 60,000; Full time

Benefits offered by this job

Company-paid health insurance

401(k) with employer match

Work from home allowance

Professional development opportunities

Positive work environment

Job summary

NCD Dental & Vision is hiring a remote Customer Service Advisor to deliver top-tier phone support to members and providers. The role requires handling inquiries across phone, email, and chat, with emphasis on accuracy, empathy, and timely resolution.

The position supports training and requires maintaining knowledge of products, policies, and benefits, while meeting performance KPIs and contributing to member retention in a fully work-from-home setup.

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).

Responsibilities

• Handles inbound and outbound communication with members and/or providers.
• Communicates with clients across phone, email, and chat.
• Reviews member products and answers questions regarding products, policies, changes, disputes, and transactions.
• Addresses billing or service inquiries; escalates issues to the correct department.
• Documents all member interactions in CRM with accurate notes.
• Maintains knowledge of all company products and services.
• Educates members about managing their health and benefits options.
• Builds trust with members and improves retention.
• Meets KPIs for call quality, satisfaction, volume, and schedule adherence.

Skills

Customer service

Phone support

Multitasking

Verbal communication

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.