Dental Network Service Representative

Inmediata Health Group is seeking for a _*Dental Network Service Representative*_ will be supporting our client's customers as a first point of contact and resolving questions regarding their accounts, via telephone, email, online chat, or any other established process.

Requirements:

* Minimum one year of experience in customer service-related work
* Sixty (60) college credits equivalent to two (2) years of study or an associate degree.
* Bilingual (English|Spanish)

Responsibilities:

* Interact with current and potential customers via telephone, email, online chat, or any other established process, to provide support and information on our clients' services.
* Identify customers' needs, clarify information, answer questions, research every issue, and provide solutions.
* Register and document all customer interactions received in our CRM (Customer Relationship Management) Salesforce application database or any other application.
* Ensures that appropriate actions are taken to resolve customers' concerns, escalating major issues with the appropriate staff, and following the internal procedures when necessary.
* Follows contact center-established "scripts" when handling different topics.
* Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
* Accomplish the established individual and department contact center metrics on a daily, weekly, and monthly basis.
* Responsible for follow-up internally to ensure that tasks are completed within any given deadline provided by customers.
* Responsible for closing the service cycle of calls that are not solved in the first contact and/or there was a commitment with the customer to call back.
* Provide clear, coherent, and comprehensible responses to customers on the resolution of grievances and appeals to avoid follow-up inquiries that may delay or have an adverse impact on the quality or efficiency of the service.
* Provides detailed guidance on benefits, clarifying doubts to customers and prospects about services.
* Refers to support departments as applicable, following up until a response is received.
* Keeps customers informed of the status and notifies the outcome of the request to complete the service cycle.

Equal Opportunity Employer Minorities/Females/Vets/Disability

Job Type: Full-time

Benefits:
* 401(k)
* Health insurance
* Life insurance
Schedule:
* Day shift
* Monday to Friday

Work Location: In person