Customer Service Representative

Concerotech; St. Louis, Northern (MO, KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Concerotech is seeking a Customer Service Representative to deliver exceptional service to dental offices, subscribers, and brokers. You will resolve inquiries on first contact when possible and document interactions thoroughly while supporting email and chat channels as needed.

The role requires at least 3 years in a call center or related field, strong problem-solving and communication skills, and a commitment to accuracy and company values.

Qualifications

• Minimum of 3 years in a call center or dental/insurance field.
• Excellent problem-solving and decision-making abilities.
• Strong verbal and written communication with meticulous documentation.

Responsibilities

• Resolves customer calls for basic to mid-level complexity with high quality service.
• Ensures accurate documentation of all customer issues in the system.
• Follows up with other departments to drive timely resolution of escalated issues.
• Participates in in-person meetings to learn, train, and stay aligned with updates.

Skills

Problem solving

Communication

Detail oriented

Documentation

Integrity

Job description

Position Summary:

The primary responsibility of the Customer Service Representative is to deliver exceptional customer service to dental offices, subscribers, members, brokers, and group contacts over the phone. This role promptly addresses and resolves concerns while ensuring accurate and efficient communication of necessary information, aiming to resolve inquiries on the first contact. Additionally, this position meticulously documents all customer interactions and call details for thorough tracking. The role may also involve participating in a rotation to handle customer inquiries via email, chat and other alternative communication channels.

This position handles calls of moderate complexity and escalates more challenging issues to a Senior Representative or Team Leader when necessary.

Essential Functions and Job Responsibilities:

1. Resolves customer calls for basic, non-complex and mid-level complexity call types. This work may include but is not limited to:
   • Handling customer calls with mid-level complexity and providing high quality service and solutions to members and providers;
   • Utilizing a thorough understanding of products/services to address customer inquiries;
   • Demonstrating problem-solving skills to ensure prompt and accurate issue resolution;
   • Maintaining a high level of professionalism and customer satisfaction in every interaction;
   • Meeting or exceeding key metrics as outlined in individual goals provided to you in writing by your team lead;
   • Participate in in-person meetings to learn new skills, train on system updates, build and maintain general knowledge and skills to help customers, stay abreast of departmental and organizational updates, engage in team building, maintain company culture, and foster relationships and build camaraderie with coworkers.
2. Ensures appropriate documentation for all customer issues. This work may include but is not limited to:
   • Ensuring accurate and comprehensive documentation of all customer issues;
   • Inputting relevant information into the system to track customer interactions;
   • Providing detailed notes for reference by other team members and departments.
3. Follows up with other departments on outstanding customer issues requiring further intervention. This work may include but is not limited to:
   • Following up with other departments regarding outstanding customer issues;
   • Collaborating with cross-functional teams to ensure timely resolution of escalated issues;
   • Providing feedback on recurring issues to contribute to process improvements.

Regular and reliable attendance is required.

Other duties and responsibilities may be assigned.

Qualifications:

• • Minimum of 3 years’ experience in a call center role, roles within the dental industry, insurance or financial services field required;
  • Excellent problem-solving and decision-making abilities;
  • Strong verbal and written communication skills;
  • Detail-oriented with a commitment to accurate documentation.
  • Demonstrated commitment to the company’s core values of integrity, adaptability, service-focused, accountability, curiosity, and community.

Competencies:

• • Accountability
  • Coachability
  • Communication
  • Critical Thinking
  • Organizational Skills
  • Resiliency
  • Resourcefulness
  • Service Orientation

Environment:

This position currently functions as a hybrid role working from both home and in-office environments. Any home office setting must be conducive to all guidelines outlined by the organization. This role is required to regularly attend in-person meetings, the frequency of which is determined by management based on departmental or organizational needs.