As a Customer Experience Specialist 1 in our dental insurance Contact Center, you will be handling inquiries from our customers related to their dental insurance plans. These inquiries can range from providing an effective date on an account to helping a member better understand their dental benefits.
Here are some additional details regarding responsibilities:
- Responsible for interacting with customers via inbound / outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions.
- Responds and anticipates the customer's needs while navigating several systems and web applications. Understands the customer's' previous interactions with Principal in order to provide a coordinated, 360 experience.
- Builds customer relationships by providing accurate information, presenting the process optimally and solving the customer inquiries real-time.
- Demonstrates ability to recognize when an interaction needs to be escalated for resolution. Identifies innovation solutions to improve the Customer Experience and identifies voice of the customer opportunities for the enterprise.
- 2+ years of customer service experience or equivalent proven through one or a combination of the following: work experience, training, military experience, and education.
- Experience working within call centers, customer service and/or dental insurance experience preferred.
- Ability to learn and understand a broad range of insurance products and apply that knowledge by referencing appropriate tools and resources.
- Excellent typing skills.
- Ability to quickly learn and navigate within numerous software and web applications.
- Proficient with desktop applications such as MS Office and Internet browsers.
- Strong analytical, interpersonal, problem solving, attention to detail and decision-making skills.
- Will be required to pass dental terminology coursework during training.
Hours
Work Authorization/Sponsorship
Nonimmigrant Workers and Green Card for Employment-Based Immigrants
For Principal Global Investors positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.
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Principal is an Equal Opportunity Employer
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