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Job: IRC43401


Job TitleCustomer Service Representative II
LocationAlpharetta, GA, US
Organization NameBenefit Services - Enterprise Operations
Department Description
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 complex customer telephone, electronic, or written inquiries. Provides excellent service to customers with information regarding eligibility, benefits, and claims with emphasis on customer education, satisfaction and retention.

Detailed Description
  • Responds to complex 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 eligibility, benefits, and claims status, policies and procedures.
  • Documents each customer encounter and resolution in the appropriate computer tracking system and adjusts claims as necessary based upon findings.
  • Identifies, reports and documents system discrepancies.
  • Accurately completes online/hardcopy forms and routes to the appropriate department.
  • Meets and maintains production standards, counts, and inquiry response turnaround times and reprocesses claims, as appropriate.
  • Uses contact tracking functions to follow-up on open calls to ensure issues are resolved within standards.
  • Participates in training programs and provides support to other departments, as directed.
  • Performs miscellaneous duties as assigned.
Job Requirements
  • A high school diploma, GED or equivalent successful work experience.
  • 1 plus year's successful customer service work experience within a call center or related heavy customer contact experience and 9 months successful work experience as a level 1 representative in the Enterprise Contact Center.
  • Dental assisting certificate, 2 years dental office or dental lab experience, 1 year contact center experience in a dental insurance environment, or 1 year dental claims adjudication experience preferred.
  • Ability to pass CSR II 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.
  • Knowledge of dental terminology and procedures.
  • 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.
  • Ability to sit or stand 7.5 hours per day Ability to meet attendance requirements
  • Regularly required to sit for long periods of time, and occasionally stand and walk.
  • Occasionally required to stoop, kneel, climb and lift up to 25 pounds.
  • Regularly uses hands to operate computer and other office equipment.
  • Ability to hear voice communications.
  • Close vision required to read information on computer screens and written documents
  • Must be able to understand written and oral instructions.
  • Ability to clearly present written information.
  • Ability speak and understand English and to communicate concepts.
  • Ability to respond to customer requests in a professional and positive manner.
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
How To Apply
Click "Apply Now"
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