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Job: IRC38670

Description

Job TitleCustomer Service Representative I
LocationMechanicsburg, PA, US
Organization Name5151-DDP - Contact Center Operations
Department Description

Delta Dental of Pennsylvania and its mid-Atlantic affiliates are not-for-profit healthcare service corporations covering more than 3.3 million enrollees. They also are part of a holding company system with affiliate Delta Dental of California, which, along with Delta Dental of New York and Delta Dental of Puerto Rico, collectively serve 24 million people in 15 states and is part of the Delta Dental Plans Association, the nation's largest dental benefits system serving more than 50 million Americans.

Delta Dental's regional office in Mechanicsburg, Pa., administers Delta Dental programs in Delaware, Maryland, New York, Pennsylvania, Washington, D.C. and West Virginia.

Brief Description

The incumbent in this position is responsible for acting as the company�s primary point of communication in the contact center. Researches and responds to customer telephone, electronic, or written inquiries. Provides excellent service to customers with information regarding basic eligibility, benefits, and claims status with emphasis on customer retention. Forwards specific inquires as directed for priority resolution.

Detailed Description
  • Responds to basic telephone, electronic, and written inquiries from dental/vision professionals, groups, subscribers and brokers. Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires. Communicates basic eligibility, benefits, and claims status and forwards specific inquiries as directed for priority resolution.
  • Accurately completes online/hardcopy forms and routes to the appropriate department.
  • Documents each customer encounter or resolution in the appropriate computer tracking system. 
  • Identifies, reports and documents system discrepancies.
  • Meets and maintains production standards, counts, and inquiry response turnaround times and participates in training programs.
  • Provides support to other departments as directed.
  • Performs miscellaneous duties as assigned.  
Job Requirements
  • A high school diploma, GED or equivalent successful work experience.
  • One year customer service experience within a call center or related heavy customer contact experience.
  • Ability to pass CSR I test.
  • Ability to handle constant customer contact/forced workflow distribution.
  • Strong organizational/time management skills and multi-tasking abilities.
  • Ability to maintain confidentiality while evaluating and responding quickly and accurately to inquires.
  • Ability to perform basic math calculations.
  • Ability to absorb and retain detailed information.
  • Detail-oriented; flexible and creative.
  • Knowledge of contact center policies, procedures and guidelines
  • PC skills to include basic knowledge of Windows and keyboarding.
  • Ability to operate standard office equipment (personal computer, photocopy machine, fax machine, etc.).
  • Ability to work expanded business hours including early morning, late evening and weekends.
  •  Ability to work at a computer up to 7 hours a day.
Additional Details

As an eligible candidate for a position at Delta Dental, you must possess the following:

  • Ability to appear for work on time
  • Ability to appear at a physical location
  • Ability to perform job duties for a specific duration of time
  • Ability to follow directions from a supervisor
  • Ability to interact well with co-workers
  • Ability to understand and follow work rules and procedures
  • Ability to accept constructive criticism
  • Ability to maintain regular/consistent attendance and adhere to scheduled shifts
  • Ability to maintain regular/consistent attendance and a full-time schedule
  • Ability to maintain current status on projects
  • Ability to stay current on training/issues in field

Effective service depends upon each employee performing his/her duties to the best of his/her abilities; frequent absences can disrupt business operations and create additional work for coworkers; prompt and regular attendance is critical to the success of the company's mission; employees are encouraged to be conscientious concerning attendance to avoid any potential disciplinary action.

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