Customer Service Representative

Job Description

We are looking for a dedicated Customer Service Representative to join our team in the health insurance industry. The successful candidate will be based in Austin, Texas, and will provide exceptional service to our members, answering their inquiries and resolving their concerns. This role involves a deep understanding of our dental and vision plans, services, and procedures, and the ability to communicate these effectively to our members.

Responsibilities:

• Provide prompt, courteous, and diplomatic service to dental and vision insured members and potential members.

• Handle a range of member inquiries, from routine to complex, requiring an in-depth knowledge of Dental & Vision Plans, Services, and Procedures.

• Actively listen to member issues or questions, showing empathy and understanding.

• Research and resolve issues/complaints and determine appropriate resolution(s).

• Educate and influence members and potential members on the value and benefits of our services.

• Ensure member accounts are kept current and complete transactional requests during the call.

• Identify opportunities to upsell and cross-sell, transferring to a licensed representative when necessary.

• Stay up-to-date on all changes to member service policy, procedures, marketing campaigns, associations, and product/services/solutions information to accurately and consistently respond to member inquiries.

• Strive for first call resolution on all transactions handled.• Demonstrated proficiency in Customer Service

• Experience in a Call Center Customer Service environment

• Knowledge of Insurance Benefits, specifically in the Health Insurance sector

• Excellent communication and interpersonal skills

• Ability to handle high-stress situations and maintain composure

• Strong problem-solving skills and the ability to make decisions under pressure

• Demonstrated ability to work effectively both independently and in a team-based environment

• Proficient in MS Office applications, including Word, Excel, and Outlook

• Ability to quickly learn and adapt to new technologies and processes

• High school diploma or equivalent education level required

• Willingness to work flexible hours, including evenings and weekends if necessary.