Customer Service Agent
CurrentComplete customer service tasks that ensure customers have the information they need and maintain the company’s positive reputation.• Respond to complex telephone, electronic, and written inquiries from dental and vision professionals, groups, subscribers and brokers• Communicates eligibility, benefits, claims status, policies, and procedures• Documents each customer encounter or resolution in appropriate computer tracking system• Expediently accesses reference materials to analyze and determine appropriate responses to telephone, electronic, and written inquires• Identifies and reports system discrepancies to leader• Accurately completes contact service forms and routes to appropriate department• Utilizes contact tracking functionality to follow up on open calls to ensure resolution is achieved within agreed upon standards• Meets and maintains metric standards• Participates in training programs, as designated• Must be able to work overtime as required• Performs miscellaneous duties as assigned, including providing support to other departments, as necessary
