Customer Service Representative (Dental)

SUMMARY 

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. Our Dental team is seeking Customer Service Representatives who are genuinely interested in helping people at some critical points in their lives. As a customer service representative, you will work directly with our customers over the phone by answering any questions regarding benefits and claims. The Call Center Customer Service Representative represents the company, and our people make all the difference in our success. 

RESPONSIBILITIES 

• Respond to inbound calls from customers, employers and brokers regarding eligibility, benefits, and claims

• An average of 50-70 calls are expected daily

• Take calls back-to-back while toggling through several applications on multiple screens 

• Resolve customer complaints through independent problem-solving skills and one-call resolution in a timely manner

• Adhere to company policies and procedures when handling customer requests and concerns

• Understand and strive to meet or exceed call center metrics while providing accurate information to callers with a courteous and professional demeanor

• Ensure customer satisfaction through every interaction by taking the necessary steps to ensure the best possible experience

• Work in a highly customer-focused metric-driven environment

• Availability to attend 100% training and the first 90 days (about 3 months) of employment

• Must be present and engaged as an active participant in training

• Must always have webcam on during training (unless approved to be off by trainer)

QUALIFICATIONS 

• High School diploma or equivalent 

• 2+ years of customer service experience is required

• A dedicated workspace with no distractions is required

• Ability to perform in a professional, structured environment and adhere to a scheduled shift

• Ability to show empathy and service customers with a courteous and professional demeanor

• Ability to build strong customer relationships and deliver customer centric solutions

• Ability to quickly and effectively identify the root cause of the problem and determine appropriate resolution

• Strong listening skills   

• Ability to remain calm and helpful even when dealing with difficult situations

• Strong typing skills, previous computer experience

• Ability to work within and toggle between multiple applications at one time  

• Proficiency in Microsoft Outlook

• Strong organization skills, written, and verbal communication skills

• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience.