Senior Client Services Specialist

Role Overview

• Answer incoming calls and chats from clients to address their issues promptly and document each phone call in the Approver ticketing system.
• Effectively troubleshoot and manage support issues.
• Document each phone call in the ticketing system.
• Successfully communicate and/or demonstrate to clients how to utilize products and services.
• Assist and support the Sales team in handling escalated issues and support. Resolve these issues effectively and in a timely manner. This will consist of handling direct phone calls and email escalations from the Sales team.
• Review escalated cases effectively and promptly from other tier level supports including the following scenarios:
• Claim Traces
• DMD .TIF and .TXT issues
• Claim Rejections
• Upload Issue
• Eligibility issues
• ERA issues
• Patient Statement issues
• Must understand client needs and expectations and work within appropriate standards.
• Must continually stay knowledgeable about the products and services that we offer.
• Observe security responsibilities.
• Live DentalXChange’s company values: Actively Care, Try Hard, Be Humble and Feedback is a Gift.

Requirements

• One year of customer service experience preferred (call center experience a plus).
• Associate degree or equivalent experience preferred.
• Ability to effectively manage time and prioritize.
• Strong verbal and written communication and interpersonal skills.
• Proficient in all MS Office applications and use of the internet.
• Ability to successfully multitask with accuracy in a fast-paced environment.
• Working knowledge of technical and procedural aspects and functions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Accurate and thorough documentation as per position expectations and our protocols.
• Able to communicate successfully with clients and internal associates with consistently positive feedback.
• Regularly meets the productivity and accuracy requirements established.

Benefits

• Medical, dental, and vision benefits – eligible first of the month after start date
• Unlimited PTO
• Paid time off for sick, jury duty, bereavement
• 10 company paid holidays
• 401k with company match
• Health Advocate
• Healthcare and dependent care flexible spending accounts
• Friendly co-workers and a positive culture!