Lead Customer Service Representative (Dentaquest) remote

Company: Sun Life
Location: Milwaukee
Posted on: May 28, 2023

Job Description:

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world. DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all. Job Description: Job description Serve as a resource and provide support by answering questions and monitoring workflow to team members related to inbound calls. In addition, the position is responsible for the coordination of queue management to ensure turnaround times are met while achieving superior operational performance and process excellence. Preferred skills Monitor and oversee customer service department queue management to ensure compliance with enterprise wide client contract SLAs.May monitor and evaluate CSR calls utilizing monitoring system to ensure that service is being delivered based on established guidelines.May train and mentor team members and identify development needs, working with Supervisor to coordinate additional training as needed.May serve as a back-up to the CS Training Specialist, leading or supporting Specialist during new hire and follow-up training.Provide feedback on CSR performance to Supervisor.Contact cross functional departments when necessary to notify of potential impacts.Assist team members in responding to and resolving questions regarding processing, processes, policies, etc. and serve as a resource and subject matter expert, based on a strong working knowledge and departmental guidelinesUse sound judgement to escalate issues that may require intervention of the Supervisor.Participate in ad hoc projects and stretch assignments related to operational activities and generally support management in a positive and productive mannerQualifications Associates degree and/or 4-5 years of experience in customer service.Knowledge of general computer software. (Excel and MS Word).Excellent interpersonal, written and verbal communication skills.Proven ability to work well individually and with a team.Ability to prioritize and organize multiple tasks.Ability to remain organized with multiple interruptions.Attention to detail, accuracy and organization skills is essential.Demonstrates self-motivation by taking initiative to learn more and take on more challenges.Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.Responsibilities One year of people leadership experience.Ability to communicate in an active office environment.Ability to efficiently operate all job related office equipment.Ability to communicate via telephone.Ability to sit for 75% of an 8 hour work day.Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email recruitingUS@sunlife.com to request an accommodation. At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.For applicants residing in California, please read our employee California Privacy Policy and Notice. Job Category: Call CentrePosting End Date: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected vetera nPDN-993554ce-117d-4fed-bb47-eb83db5278d2

Keywords: Sun Life, Milwaukee , Lead Customer Service Representative (Dentaquest) remote, Sales , Milwaukee, Wisconsin