Manage incoming calls and customer service inquiries.
Provide outstanding customer service that meets the needs of the department standards and performance metrics.
Demonstrate exceptional verbal and written communication.
Build relationships and trust with customers through open and interactive communication.
Learn, retain, and effectively use appropriate systems, programs, and dental knowledge to resolve inquiries.
Access and utilize reference material and other resources to analyze and determine appropriate responses to complex telephone, electronic, and written inquiries.
Create thorough call documentation and follow up on open calls to ensure resolution is achieved within agreed upon standards.
Continuously evaluate and identify opportunities to drive process improvement that increase customer satisfaction.
Must clock in and out as scheduled.

High school diploma or equivalent
Excellent communication and customer service skills
Minimum 1 year of phone or in-person customer-service experience
Preferred experience with CRM software
Basic knowledge of internet usage
MS Office Programs
Exceptional time management skills required
Ability to maintain strict confidentiality in accordance with DDAZ policies and HIPAA regulations
Knowledge of dental and insurance terminology and practices is preferred
Knowledge of insurance reimbursement practices, deductibles, coordination of benefits, explanation of benefits, and dental terminology/coding is desired
Customer service experience is a plus!
Spanish language skills are a plus
Ability to perform routine mathematical computations and calculations
Evaluate/interpret dental records and plan documents
Excellent communication skills

Customer Service Representative

Key skills