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Bilingual Call Center Customer Service Representative
Job#: 188893
Positions: 1
Posted: 04/30/2013
Job Type:
Location: Near Northwest Side of Chicago
Department: Customer Service
Salary: Salary + Commission
Benefits: Excellent Benefits
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Job Description

Job Summary: This position provides customer support to all members and is responsible for fielding incoming calls and maintaining solid member relationships by handling member questions and concerns with knowledge, accuracy and professionalism. The person in this position will utilize their knowledge and research to troubleshoot questions and concerns to ensure a swift resolution, with the highest level of customer satisfaction. Exceptional listening, communication, and problem solving skills are essential to be successful in this position.

Summary of Essential Functions:        Included, but not limited to -

  • Field incoming calls from current members. Engage and connect with each member to create an exceptional customer service experience
  • Provide members with accurate and detailed dental plan information/options
  • Identify, research, and effectively resolve member issues and concerns in a timely manner
  • Handle member questions, complaints and billing inquiries with the highest level of quality, courtesy, and professionalism using a one-call resolution
  • Follow-up with member inquiries that cannot be resolved in one call
  • Demonstrate cross-selling skills by offering additional benefit products or services
  • Assist members in utilizing their online portal to locate membership information, member ID card, and to review materials to better educate them on their plan(s), and other resources and affiliate offers available only online
  • Demonstrate excellent customer service and diffusing techniques for difficult or escalating situations
  • Obtain referrals from members to meet or exceed monthly goals
  • Contribute to meeting and exceeding department productivity and quality standards (PCA & department scorecard averages)
  • Recognize, document, and alert manager of trends in member calls to ensure practical resolutions
  • Recommend process improvements to continue to provide excellent customer service
  • Increase member satisfaction by offering alternative solutions that best meet their needs
  • Retain members by re-selling the product value, ensuring all concerns are resolved to customer satisfaction, following the core ethical values of
  • Complete all assigned tasks before the end of the scheduled shift
  • Adhere to outlined company policies and procedures, and Core Values
  • All other tasks and duties as assigned

This Position Offers:

  • A compensation package that commensurate with experience
  • A competitive benefits package
  • Monthly performance bonus if metrics are met


Job Qualifications:                     Minimum Abilities and Skills Required

  • MUST BE fluent in English and Spanish
  • High School Diploma
  • At least one year customer service experience in a fast paced environment with demonstrated commitment to providing exceptional customer support. Customer Retention experience a plus
  • Excellent communication, problem solving, analytical, listening, and organizational skills
  • Intermediate level of PC hardware & software (Windows, Microsoft Word & Excel, and internet browsing)
  • Must be organized, detail oriented, customer focused, self-motivated, able to multi task and be a team player
  • Strong interpersonal skills
  • Attention to detail
  • A certain degree of creativity and flexibility is required
  • Ability to use proper discretion in evaluating and elevating member issues
  • Must be able to work under general supervision
  • Able to sit and work at a computer for long periods of time
  • Regular and on time attendance
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