Customer Care Specialist (Dental, Vision, & Hearing)

Job Description

Job Description

Who we are:

ManhattanLife Insurance and Annuity Company was founded in 1850, the Company’s longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for 175 years is a testimony to ManhattanLife’s enduring history, and an indicator of the reliability of our future. ManhattanLife’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide. ManhattanLife offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

Scope and Purpose:

ManhattanLife has about 1 million customers all over the United States. We are growing in customers every day and need your help to respond to their questions. We need several excellent customer service professionals to answer our busy phone lines in our Dental, Vision, and Hearing (DVH) department.

Duties and Responsibilities:

• Manage inbound calls in a timely manner while providing high quality service.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

Minimum Qualifications:

High School Graduate or equivalent (GED); Associate’s Degree preferred.

Knowledge, Skills and Abilities:

• 1+ years of call center experience, preferably in health insurance and/or life insurance related customer care.
• Excellent verbal and written communication and interpersonal skills along with active listening.
• Proficient technical skills using various programs and applications such as, Microsoft Office Suite, Microsoft Teams, Zoom, and/or Webex Teams, IBM AS400 (Client Access Solutions), Microsoft SharePoint, etc.
• Ability to research and analyze data.
• Ability to multi-task, set priorities, and manage time effectively.
• Maintain a professional attitude in challenging situations.
• Meet personal/team qualitative and quantitative metrics.
• Bilingual in Spanish or other languages preferred.

Travel Requirements:

This position does not require travel.

Professional Development:

• Establish annual objectives for professional growth.
• Keep pace with developments in the discipline.
• Learn and apply technologies that support professional and personal growth.
• Participate in the evaluation process.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type, and use mouse; reach with hands and arms and talk and/or hear. The employee is required to sit for extended periods of time. The position may require lifting, pulling or moving items weighing upwards of 10 pounds as it relates to office or desk supplies.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee regularly works in an office environment. This role routinely uses standard office equipment such as computers, phones via WebEx, physical phone while in office, and photocopiers when necessary.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time without notice.

AAP/EEO Statement:

ManhattanLife prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. EOE Employer/Vet/Disabled. ManhattanLife values differences. We are committed to fostering an environment that attracts and retains a diverse workforce. With individuals from a variety of backgrounds, ManhattanLife will be better equipped to service our customers, increase innovation, and reduce risks. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.