Customer Service Agent

Stratacor, an affiliate of Delta Dental of Minnesota, is hiring a Customer Service Agent to provide telephone support and manage a high volume of inbound calls. The role handles customer inquiries and complaints, provides accurate information, documents calls, and works to resolve customer issues.

Responsibilities:

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

Requirements:

• High level of dedication, enthusiasm and motivation
• Ability to listen and communicate effectively
• Customer orientation and ability to adapt/respond to different types of customers
• Ability to multitask (type, talk and navigate computer systems), prioritize, and manage time effectively
• Ability to maintain composure in high-pressure situations
• An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems
• Ability to navigate a computer and software systems efficiently
• High School Diploma or GED
• Exceptional verbal and written communication skills
• Experience interacting with customers
• Excellent problem-solving skills
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Experience with technology, software applications, phone systems and prouucts (i.e. Microsoft Office suite of products)
• Bachelor's degree; or equivalent combination of education and experience
• Call center experience
• Strong understanding of company products, policies and services