Customer Service Agent

GENERAL SUMMARY
This position is on-site (Bemidji, MN or Minneapolis, MN), remote (must reside in Minnesota), or hybrid (combination). A Customer Service Agent (CSA) is responsible for providing Customer Service via the telephone, while successfully managing a large volume of inbound calls. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers.
The CSA will combine excellent Customer Service and problem-solving skills with the ability to work both independently and as part of a team.
The best CSAs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They are able to put themselves in our customers' shoes and advocate for them when necessary. They are also skilled at troubleshooting problems on behalf of our customers.
This position will be with Stratacor, an affiliate of Delta Dental of Minnesota. We offer extended training. Training may be in-person or virtually from your home.
All Telecommuters will be required to adhere to Stratacor's Remote Work Policy
ESSENTIAL FUNCTIONS

1. Manage incoming calls and Customer Service inquiries
2. Identify and assess customers' needs to achieve satisfaction
3. Build sustainable relationships and trust with customer accounts through open and interactive communication
4. Provide accurate, valid and complete information by using the right methods and tools
5. Meet personal and Customer Service team call handling targets
6. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
7. Ensure thorough call documentation
8. Follow communication procedures, guidelines and policies
9. Go the extra mile to engage customers
10. Demonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly
11. Other duties as assigned

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

1. Ability to adhere to structured call center policies and procedures (i.e. attendance, quality, Health Information Portability and Accountability (HIPAA) guidelines)
2. High level of dedication, enthusiasm and motivation
3. Ability to listen and communicate effectively
4. Customer orientation and ability to adapt/respond to different types of customers
5. Ability to multitask, prioritize, and manage time effectively
6. Ability to maintain composure in high-pressure situations
7. Ability to attend extended new hire training Monday through Friday, 8:00am to 4:30pm
8. Upon completion of extended new hire training, must have the ability to work a regular schedule Monday through Friday, with a scheduled shift working eight (8) hours per day between the hours of 7:00am to 7:00pm dependent on business needs

REQUIRED EDUCATION AND EXPERIENCE
Required Qualifications:

1. High School Diploma
2. Exceptional verbal and written communication skills
3. Strong understanding of company products, policies and services
4. Excellent problem-solving skills
5. Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
6. An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems

Preferred Qualifications:

1. Bachelor's degree; or equivalent combination of education and experience
2. Call center and/or Customer Service experience

WORK ENVIRONMENT/PHYSICAL DEMANDS

1. Travel Requirements: N/A
2. Weight Lifting Requirements: 10 lbs.
3. Extended periods of sitting at a workstation
4. Telecommuting Requirements:
   
   • Required to have a dedicated work area established that provides information privacy
   • Ability to keep all company sensitive information secure
   • Must have reliable direct high-speed internet connection

RELATIONSHIPS

1. Reports To: CSA Supervisor
2. Directly Manages: N/A
3. Internal Relationships: Functional Areas
4. External Relationships: Provider, Broker, Group Administrator and Members

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)