Job description
***This position is Remote***
Job Summary
DentalPlans.com is seeking a motivated and compassionate Customer Care Representative to join our team. In this role, you will provide exceptional customer service to support our dental savings plan members. You will address customer inquiries, resolve issues, process renewals, and ensure a smooth experience for our members. Your focus will be on maintaining high satisfaction, promoting our plans, and driving customer retention. As part of the Contact Center team, you’ll contribute to creating lasting customer relationships and enhancing the overall customer experience.
What you will do
- Customer Support:
- Handle inbound and outbound calls to assist customers with questions regarding their dental savings plans (DSPs), benefits, and enrollment status.
- Provide clear explanations of DSP features, enrollment processes, renewals, and billing issues to ensure customers fully understand their plans.
- Resolve customer complaints, inquiries, and requests promptly and professionally, ensuring high levels of customer satisfaction.
- Process plan renewals, updates, and cancellations according to company procedures.
- Relationship Building:
- Develop strong relationships with customers by listening attentively, addressing concerns, and offering personalized solutions to meet their needs.
- Provide ongoing support to customers, offering guidance on how to get the most out of their dental savings plans.
- Assist with outbound calls when necessary to promote renewals, upsell additional services, or follow up on past interactions.
- Sales Support:
- Work closely with the Inside Sales team to ensure smooth handoffs and continuity in customer care during the sales and post-sales process.
- Assist with cross-selling and upselling where appropriate, based on customer needs and opportunities.
- Documentation & Compliance:
- Accurately document all customer interactions and updates in the system in accordance with company policies and standards.
- Follow company scripts, policies, and compliance requirements during all customer interactions.
- Continuous Improvement & Learning:
- Participate in ongoing training and coaching sessions to enhance product knowledge, sales techniques, and customer service skills.
- Actively contribute to team meetings and provide feedback to improve customer care processes.
- Adherence to Performance Metrics:
- Maintain high-quality service standards, ensuring KPIs such as response time, customer satisfaction, and issue resolution are consistently met.
Travel/Physical Demands
- Travel typically less than 10%. Office environment. No special physical demands required.
Qualifications
Must have:
- Typically 1 or more years of related experience.
- Typically High School education, vocational training and/or on-the-job training.
- Good time management skills and the ability to prioritize work
- Very good attention to detail and accuracy
- Customer service oriented
- Ability to plan and arrange activities
- Very good interpersonal communication skills
- Very good written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Establish productive working relationships at multiple levels within the organization
- 2-3 years of call center or customer service experience, preferably in a sales or healthcare-related industry.
- Strong communication skills, both written and verbal, with an emphasis on active listening and customer empathy.
- Demonstrated ability to resolve customer issues effectively while maintaining a positive and professional attitude.
- Ability to multitask, stay organized, and handle a high volume of customer interactions.
- Proficient in using multiple system applications, Microsoft Office, and dual-screen setups.
- Bilingual (English and Spanish) or multilingual is a plus.
- Customer-focused with a passion for delivering exceptional service.
- Strong problem-solving skills and the ability to think on your feet.
- Experience working with dental savings plans or health insurance is a plus.
- Proficient keyboarding skills and familiarity with CRM tools.
Nice to have:
- Anything that is preferred will be here also.
- This is also for special preferred qualifications from the intake meeting
The posted base range for this position is $15-$16/HR. This is the expected range for an employee who is new to the role, to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, training, current skills, certifications, location/labor market, internal equity, etc.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people.
- A career in the healthcare technology industry, with the ability to grow and realize your full potential.
- Competitive compensation.
- Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One
Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.
