Customer Care Advisor

Do you enjoy connecting with people and consider yourself a great listener? If so, then NCD has a perfect role for you. NCD Dental & Vision has an opportunity for a remote Customer Service Advisor to join our team. Your role is simple: provide the highest level of phone service and support to our customers in a timely manner.

• →Handles both inbound and outbound communication with members and/or providers.

• →Communicates with clients across multiple channels, including phone, email, and chat.

• →Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions.

• →Refers new product enrollment or changes to existing enrollment to a licensed agent.

• →Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation.

• →Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact.

• →Continually maintains working knowledge of all company products and services.

• →Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits.

• →Builds trust with members across the healthcare life cycle and improves member retention.

• →Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence.

• →Attends and participates in team meetings, skill builders, training exercises.

 Qualifications:

• →2+ years of customer service or call center experience

• →College degree preferred, but not required

• →Excellent verbal and written communication skills

• →Proficient computer skills including MS Word, Excel, Outlook, Teams

• →Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously

• →Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)

 NCD Benefits:

• →Company-paid health, dental, life, and disability insurance

• →401(k) with employer match

• →Opportunity for professional development

• →Work from home allowance and support

• →Positive work environment

NCD is an Equal Opportunity Employer. We are committed to building a team that reflects a variety of backgrounds, perspectives, and skills. We believe our differences make us stronger and help us better serve our members, agents, partners, and each other.

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