Customer Advocate

The Customer Advocate is a key role in Delta Dental's Contact Center, acting as a primary point of contact for telephone, written or electronic inquiries from customers. Responsibilities include researching and responding to customer inquiries with information regarding eligibility, benefits, and claims status while maintaining a consultative approach to learn about the customers' needs and provide excellent customer service.

Schedule: 12:15 PM to 9:00 PM until eligible for shift bid based on performance.

• Analyze and respond to complex telephone and written inquiries regarding eligibility, benefits, claims status, policies and procedures to office professionals, groups, covered members and brokers, providing superior customer service at all times.
• Expediently access reference materials to analyze and determine appropriate responses to inquiries, ensuring timely, one-call resolution is achieved whenever possible.
• Utilize contact tracking functionality to follow up on open calls and ensure resolution is achieved within agreed upon standards.
• Document each customer encounter or resolution in appropriate computer tracking system.
• Accurately complete contact service forms and route to appropriate department.
• Identify and report any critical or reoccurring customer service issues to Supervisor.
• Participate in training programs, as designated.

• 1+ years of experience w/High School
• A minimum of one or more of the following: 18 months of contact center or dental claims adjudication experience in a dental insurance environment; or 9 months experience as a level 1 representative in the Enterprise Contact Center; or Dental assisting certificate; or 2 years dental office or dental lab experience; Required to pass position test(s).
• Exceptional customer service skills
• Ability to handle constant customer contact through forced workflow distribution.
• Interpersonal and communications skills to work effectively with a variety of customers and levels of staff.
• Strong organizational/time management skills and multi-tasking abilities.
• Ability to maintain confidentiality of internal and external customer information.
• Ability to perform basic mathematical calculations.
• Ability to understand and retain detailed information.
• Ability to problem solve and use critical thinking skills.
• Ability to deescalate customer calls and handle conflict resolution.
• Ability to prioritize and follow through.
• Knowledge of or ability to learn basic dental terminology and procedures.
• Must be able to work overtime as required.
• PC skills including internet and windows-based applications

Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 13. $33,906 - $68,539