Lead Customer Service Representative
North Dakota Staffing, Bismarck, North Dakota, United States, 58501
United Concordia Dental Job Posting
This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards. Typically acts as a lead (e.g. provides subject-matter direction to and assists in orienting and training other representatives). Essential Responsibilities: Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner. Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution. Meet all production, quality, and adherence standards. Attend all required training classes. Elevate issues to next level of supervision, as appropriate. Maintain accurate records, including timekeeping records. Other duties as assigned or requested. Due to Department of Defense (DOD) contract requirements, the incumbent who fills this position must be a US citizen, and must also pass a background check. Education: Required: High School Diploma/GED Substitutions: None Experience: Required: 5 years of related, progressive experience Preferred: None Licenses and Certifications: Required: None Preferred: None Skills: Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally Ability to take direction and to navigate through multiple systems simultaneously Ability to maintain composure under stressful and fast-paced conditions Strong written and verbal communication skills Ability to communicate complex information in a simple, customer facing way Language Requirement (Other than English): None Travel Requirement: 0% - 25% Physical, Mental Demands and Working Conditions: Position Type: Remote Teaches/trains others regularly Occasionally Travel regularly from the office to various work sites or from site-to-site Rarely Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required Yes Lifting: up to 10 pounds Constantly Rarely Lifting: 10 to 25 pounds Rarely Lifting: 25 to 50 pounds Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. Pay Range Minimum: $21.53 Pay Range Maximum: $32.95 Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets. Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org. Req ID: J275364
This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards. Typically acts as a lead (e.g. provides subject-matter direction to and assists in orienting and training other representatives). Essential Responsibilities: Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner. Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution. Meet all production, quality, and adherence standards. Attend all required training classes. Elevate issues to next level of supervision, as appropriate. Maintain accurate records, including timekeeping records. Other duties as assigned or requested. Due to Department of Defense (DOD) contract requirements, the incumbent who fills this position must be a US citizen, and must also pass a background check. Education: Required: High School Diploma/GED Substitutions: None Experience: Required: 5 years of related, progressive experience Preferred: None Licenses and Certifications: Required: None Preferred: None Skills: Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally Ability to take direction and to navigate through multiple systems simultaneously Ability to maintain composure under stressful and fast-paced conditions Strong written and verbal communication skills Ability to communicate complex information in a simple, customer facing way Language Requirement (Other than English): None Travel Requirement: 0% - 25% Physical, Mental Demands and Working Conditions: Position Type: Remote Teaches/trains others regularly Occasionally Travel regularly from the office to various work sites or from site-to-site Rarely Works primarily out-of-the office selling products/services (sales employees) Never Physical work site required Yes Lifting: up to 10 pounds Constantly Rarely Lifting: 10 to 25 pounds Rarely Lifting: 25 to 50 pounds Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job. Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies. As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. Pay Range Minimum: $21.53 Pay Range Maximum: $32.95 Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets. Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below. For accommodation requests, please contact HR Services Online at HRServices@highmarkhealth.org. Req ID: J275364