Client Services Representative

• Answer incoming calls and chats from clients to address their issues promptly and document each phone call in the Approver ticketing system.
• Effectively troubleshoot and manage support issues.
• Document each phone call in the ticketing system.
• Successfully communicate and/or demonstrate to clients how to utilize products and services.
• Assist and support the Sales team in handling escalated issues and support. Resolve these issues effectively and in a timely manner. This will consist of handling direct phone calls and email escalations from the Sales team.
• Review escalated cases effectively and promptly from other tier level supports including the following scenarios:
• Claim Traces
• DMD .TIF and .TXT issues
• Claim Rejections
• Upload Issue
• Eligibility issues
• ERA issues
• Patient Statement issues
• Must understand client needs and expectations and work within appropriate standards.
• Must continually stay knowledgeable about the products and services that we offer.
• Observe security responsibilities.
• Live DentalXChange’s company values: Actively Care, Try Hard, and Be Humble.

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