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### Job Duties

GENERAL SUMMARY

This position is on-site (Bemidji, MN or Minneapolis, MN), remote (must reside in Minnesota), or hybrid (combination).

A Customer Service Agent (CSA) is responsible for providing customer service while successfully managing a large volume of inbound telephone calls; including following communication scripts while navigating a computer, handling various topics, and serving as a liaison between our company and its customers. The CSA will combine excellent customer service and problem-solving skills, and work both independently and as part of a team.

The best CSAs are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They are able to put themselves in our customers' shoes and advocate for them when necessary. They are also skilled at troubleshooting problems on behalf of our customers.

This position will be with Stratacor, an affiliate of Delta Dental of Minnesota. We offer extended training. Training may be in-person or virtually from your home.

All Telecommuters will be required to adhere to Stratacor's Remote Work Policy.

ESSENTIAL FUNCTIONS

1. Manage customer service inquiries by verbally answering incoming telephone calls

2. Listen to, identify, and assess customers' needs to achieve customer satisfaction

3. Build sustainable relationships and trust with customer accounts through open, interactive, and effective communication

4. Provide accurate, valid, and complete information by using the right methods and tools

5. Meet customer service performance metrics (e.g. call-handling) to ensure efficient and effective service delivery

6. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

7. Ensure thorough call documentation is completed

8. Follow communication procedures, guidelines and policies

9. Go the extra mile to engage customers

10. Demonstrate exceptional verbal and written communication, interpersonal and active-listening skills, and the ability to prioritize issues and respond accordingly

11. Other duties as assigned

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

1. Ability to adhere to structured call center policies and procedures (i.e. attendance, quality, Health Information Portability and Accountability (HIPAA) guidelines)

2. Demonstrate a high level of dedication, enthusiasm, and motivation

3. Ability to listen and address customer problems effectively

4. Exceptional verbal and written communication skills

5. Ability to clearly communicate and speak to customers effectively to ensure a positive experience

6. Excellent problem-solving skills

7. Strong understanding of company products and services

8. Ability to address customer questions and issues accurately and thoroughly

9. An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems

10. Ability to prioritize and understand customer needs and adapt/respond to different types of customers to build positive relationships

11. Ability to multitask, prioritize, and manage time effectively

12. Ability to maintain composure, remain calm and courteous under high-pressure situations, and navigate tense situations, especially during busy hours

13. Ability to attend extended new hire training Monday through Friday, 8:00am to 4:30pm

14. Upon completion of extended new hire training, must have the ability to work a regular schedule Monday through Friday, with a scheduled shift working eight (8) hours per day between the hours of 7:00am to 7:00pm dependent on business needs

WORK ENVIRONMENT/PHYSICAL DEMANDS

1. Travel Requirements: N/A

2. Weight Lifting Requirements: 10 lbs.

3. Sedentary Work: Prolonged periods of time sitting at a workstation while answering telephone calls and navigating a computer

4. Telecommuting Requirements: Required to have a dedicated work area established that provides information privacy; Ability to keep all company sensitive information secure; and, Must have reliable direct high-speed internet connection

RELATIONSHIPS

1. Reports To: CSA Supervisor

2. Directly Manages: N/A

3. Internal Relationships: Functional Areas

4. External Relationships: Provider, Broker, Group Administrator and Members

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

### Minimum Education Required

REQUIRED EDUCATION AND EXPERIENCE

Required Qualifications:

1. High School Diploma or equivalent

Preferred Qualifications:

1. Bachelor's degree; or equivalent combination of education and experience

### Minimum Experience Required

REQUIRED EDUCATION AND EXPERIENCE

Required Qualifications:

1. Experience using Microsoft Office suite of products, technology applications, and phone systems

Preferred Qualifications:

1. Call center and/or customer service experience

### Shift

Other

### Number of Openings

10

### Public Transportation Accessible

Yes

### Veterans Encouraged to Apply

Yes

### Physical Required

No

### Drug Test Required

Yes

### Compensation

$20.00 - $20.00 / Hourly

### Postal Code

55415

### Place of Work

Hybrid

### Requisition ID

5193

### Job Type

Full Time

### Job Benefits

Benefits for this position include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; Paid Time Off (PTO); and Holidays and days of remembrance. Visit https://www.deltadentalmn.org/employee-benefit-packages for more information.

The starting hourly rate for this position is $20.00 per hour. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team members. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.

### Application Link

https://recruiting2.ultipro.com/STR1016STCR/JobBoard/0d67a482-88da-4ba3-8b67-67b6ee0e8c86/OpportunityDetail?opportunityId=c4a905e8-e529-4591-acf6-11f279b1afd3