Contact Center Representative - Dental Area

Inmediata Health Group is seeking for a Contact Center Representative – Dental Area will be supporting our client’s customers as a first point of contact and resolving questions regarding their accounts, via telephone, email, online chat, or any other established process.

Requirements:

• Minimum one year of experience in customer service-related work
• Sixty (60) college credits equivalent to two (2) years of study or an associate degree.
• Bilingual (English| Spanish)

Responsibilities:

• Interact with current and potential customers via telephone, email, online chat, or any other established process, to provide support and information on our clients’ services.
• Identify customers’ needs, clarify information, answer questions, research every issue, and provide solutions.
• Register and document all customer interactions received in our CRM (Customer Relationship Management) Salesforce application database or any other application.
• Ensures that appropriate actions are taken to resolve customers’ concerns, escalating major issues with the appropriate staff, and following the internal procedures when necessary.
• Follows Contact Center-established “scripts” when handling different topics.
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
• Accomplish the established individual and department Contact Center metrics on a daily, weekly, and monthly basis.
• Responsible for follow-up internally to ensure that tasks are completed within any given deadline provided by customers.
• Responsible for closing the service cycle of calls that are not solved in the first contact and/or there was a commitment with the customer to call back.
• Provide clear, coherent, and comprehensible responses to customers on the resolution of grievances and appeals to avoid follow-up inquiries that may delay or have an adverse impact on the quality or efficiency of the service.
• Provides detailed guidance on benefits, clarifying doubts to customers and prospects about services.
• Refers to support departments as applicable, following up until a response is received.
• Keeps customers informed of the status and notifies the outcome of the request to complete the service cycle.

Equal Opportunity Employer Minorities/Females/Vets/Disability

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Life insurance

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Contact Center: 1 year (Required)

Work Location: In person