Customer Service Representative
Sharecare
Customer Service Manager
Sun Life
full-time
Posted on:
Location Type: Office
Location: Milwaukee • Tennessee, Wisconsin • 🇺🇸 United States
Visit company websiteSalary
💰 $55,000 - $80,000 per year
Job Level
Mid-LevelSenior
About the role
- Focus on the effective responses to all customer inquiries
- Meet departmental goals by guiding and directing the activities of the team
- Ensure appropriate development, training, and performance management of resources
- Ensure customer service functions are seen as a differentiator in the market place
- Supervising staffing of customer service resources
- Assess call quality produced by employees and the team
- Develop action planning for performance improvement
- Organize and track key information and documents
- Work with other departments to ensure queues times are met
- Manage tickets and ensure appropriate language, attention, and turnaround times
- Develop innovative ways to motivate the staff
- Foster an environment of teamwork
- Provide customer center workflow and quality improvement
- Resolve issues in accordance with DentaQuest’s internal policies, client contracts, and state and federal regulations
- Prepare reports and conduct data analysis for client meetings and presentations
- Identify and create efficiencies
- Represent DentaQuest in Customer Service issues with internal and external customers
Requirements
- Bachelor’s degree or equivalent experience
- 5 years’ experience working in a high-volume call center environment
- Knowledge of claims life cycle
- Excellent analytical and problem-solving skills
- Strong computer skills including Microsoft Office applications, and general reporting software
- Ability to present to professionals – clients, colleagues, senior leaders
- Excellent math capabilities: including the ability to analyze and organize data
- Strong attention to detail
- Ability to make appropriate decisions
- Excellent organizational skills
- Excellent communication skills: written, verbal and interpersonal
- Ability to work well with others at all levels of the organization
- Ability to work under pressure
- Ability to identify and escalate critical conditions
- Strong aptitude for learning new technology applications
- Required to attend additional training as requested/deemed necessary.
Benefits
- Generous vacation and sick time
- Market-leading paid family, parental and adoption leave
- Medical coverage
- Company paid life and AD&D insurance
- Disability programs
- Partially paid sabbatical program
- 401(k) employer match
- Stock purchase options
- Employer-funded retirement account
- Flexible, inclusive and collaborative work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisclaims life cycleMicrosoft Officereporting softwareperformance managementcustomer service workflowticket managementaction planningcall quality assessmentefficiency identification
Soft skills
analytical skillsproblem-solving skillsattention to detailorganizational skillscommunication skillsinterpersonal skillsteamworkdecision-makingability to work under pressuremotivation of staff
Certifications
Bachelor's degree