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Job: IRC39090


LocationMechanicsburg, PA, US
Organization NameCONTACT CENTER
Department Description
Brief Description

This position is responsible for managing/coaching the CSR in response to customer issues and complex inquiries and monitoring work queues and distribution of workloads to achieve departmental goals and standards.

Detailed Description
  • Responsible for managing/coaching the CSR in response to customer issues, complex inquiries and difficult situations
  • Monitor work queues and distribution of workload for adequate coverage, ensuring departmental goals are achieved and maintained. Recommend to supervisor or manager how to address deficiencies
  • Provides immediate feedback to supervisors and managers of individual CSR performance issues with recommendations for development and discipline in order to attain quality customer service
  • Interviews CSR candidates and makes hiring recommendations to supervisors and managers
  • Perform miscellaneous duties as assigned
Job Requirements
  • A high school diploma or GED and supervisory and call center experience preferred.
  • One year Customer Service call center experience
  • Knowledge of dental terminology and dental claim processing and procedures
  • Strong organizational/time management skills and multi-tasking abilities.
  • Demonstrated leadership skills
  • Detail-oriented; flexibility and creativity
  • Self motivated
  • Demonstrated ability to maintain confidentiality.
  • Ability to handle multiple concurrent assignments, effectively managing time and priorities.
  • Ability to effectively handle constant interruptions.
  • Ability to make effective business recommendations and develop methods and procedures to improve department�s effectiveness and efficiency.
  • Ability to manage conflict resolution.
  • Demonstrated coaching and training skills.
  • Strong organizational and time management skills.
  • Knowledge of policies, procedures and guidelines
  • Interpersonal and communications skills to work effectively with all levels of staff


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.

How To Apply
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