Customer Service Agent

Customer Service AgentDelta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. This position is on-site (Bemidji, MN or Minneapolis, MN), remote (must reside in Minnesota), or hybrid (combination). A Customer Service Agent (CSA) is responsible for providing customer service via the telephone, while successfully managing a large volume of inbound calls. This includes following communication scripts, handling different topics, and serving as a liaison between our company and its customers. The CSA will combine excellent customer service and problem-solving skills with the ability to work both independently and as part of a team. The best CSAs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They are able to put themselves in our customers' shoes and advocate for them when necessary. They are also skilled at troubleshooting problems on behalf of our customers. This position will be with Stratacor, an affiliate of Delta Dental of Minnesota. We offer extended training. Training may be in-person, or virtually from home. All Telecommuters will be required to adhere to Stratacor's Remote Work Policy.Essential Functions:Manage incoming calls and customer service inquiries using telephonic and computer software systemsIdentify and assess customers' needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods and toolsMeet personal and customer service team call handling targetsHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionEnsure thorough call documentationFollow communication procedures, guidelines and policiesGo the extra mile to engage customersDemonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly.Other duties as assigned.Required Knowledge, Skills and Abilities:High level of dedication, enthusiasm and motivationAbility to listen and communicate effectivelyCustomer orientation and ability to adapt/respond to different types of customersAbility to multitask (type, talk and navigate computer systems), prioritize, and manage time effectivelyAbility to maintain composure in high-pressure situationsAn understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systemsAbility to navigate a computer and software systems efficientlyRequired Education and Experience:High School Diploma or GEDExceptional verbal and written communication skillsExperience interacting with customersExcellent problem-solving skillsAbility to remain calm and courteous under pressure and navigate tense situations, especially during busy hoursExperience with technology, software applications, phone systems and products (i.e. Microsoft Office suite of products)Preferred Qualifications:Bachelor's degree; or equivalent combination of education and experienceCall center experienceStrong understanding of company products, policies and servicesWork Environment/Physical Demands:Travel Requirements: N/AWeight Lifting Requirements: 10 lbs.Extended periods of sitting at a workstationTelecommuting Requirements: Required to have a dedicated work area established that provides information privacyAbility to keep all company sensitive information secureMust have reliable, direct high-speed internet connectionRelationships:Reports To: CSA SupervisorDirectly Manages: N/AInternal Relationships: Functional AreasExternal Relationships: Provider, Broker, Group Administrator and MembersBenefits and Compensation:Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; Paid Time Off (PTO); and Holidays and days of remembrance. The hourly rate for this position is $20.00.Equal Employment Opportunity (EEO) Statement:Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)