Associate Customer Advocate

at  Delta Dental Ins

JOB DESCRIPTION

Please note, this is a hybrid position, it is required to be within a 50 miles commutable distance to our Camp Hill, PA office. You will be asked to come into the office on an as needed basis.
The Associate Customer Advocate is a key role in Delta Dental’s Contact Center, acting as a primary point of contact for telephone, written or electronic inquiries from customers. Responsibilities include researching and responding to customer inquiries with information regarding basic claims status, eligibility, and benefits while maintaining a consultative approach to learn about the customers’ needs and provide excellent customer service.

QUALIFICATIONS

• High School Diploma or GED is required.
• 6+ months customer service experience within a call center or high-volume customer contact experience is required. Required to pass position test(s).
• Exceptional customer service skills.
• Ability to handle constant customer contact through forced workflow distribution.
• Interpersonal and communications skills to work effectively with a variety of customers and levels of staff.
• Strong organizational/time management skills and multi-tasking abilities.
• Ability to maintain confidentiality of internal and external customer information.
• Ability to perform basic mathematical calculations.
• Ability to understand and retain detailed information.
• Ability to problem solve and use critical thinking skills.
• Ability to deescalate customer calls and handle conflict resolution.
• Ability to prioritize and follow through.
• Knowledge of or ability to learn basic dental terminology and procedures.
• Must be able to work overtime as required.
• PC skills including internet and windows-based applications.
  Base Pay Information
  The actual pay rate is determined by the union contract in effect at the time of offer and is based upon years within the unit and other negotiated factors. New hires with no service within the unit will start at the lowest rate and progress intermittently with time. $17.21/hour - $23.57/hour

• Communicate information regarding claims status, eligibility, and benefits to office professionals, groups, covered members and brokers, providing superior customer service at all times; forward specific inquiries as directed for priority resolution.
• Document each customer encounter or resolution in appropriate computer tracking system.
• Accurately complete call tracking and contact service forms and route to appropriate department.
• Identify and report any critical or reoccurring customer service issues to Supervisor.
• Participate in training programs, as designated.