Manager, Customer Service (DentaQuest)

The opportunity:

The Manager, Customer Service position focuses on the effective responses to all customer inquiries. This position meets departmental goals by guiding and directing the activities of the team; ensures that appropriate development, training, and performance management of these resources takes place. Ensures DentaQuest customer service functions are seen as a differentiator in the market place.

• Accomplish departmental goals (accessibility, accuracy of information provided on calls, call management standards, budget, inventory, etc.) by providing leadership and directing activities of the customer service staff and by proactively communicating to the manager and director issues, which may prevent accomplishment of departmental goals.

• Supervising staffing of customer service resources by working with statistical data from call center reports and customer service productivity, when appropriate.

• Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance.

• Develop action planning for performance improvement by analyzing monthly reports and other observed trends.

• Organize and track key information and documents.

• Work with other departments to ensure queues times are met.

• Manage tickets and ensure appropriate language, attention, and turnaround times exist to appropriately address departmental needs.

• Develop innovative ways to motivate the staff.

• Foster an environment of teamwork by participating in and leading teambuilding activities.

• Provide customer center workflow and quality improvement.

• Resolve issues in accordance with DentaQuest's internal policies, client contracts, and state and federal regulations.

• Prepare reports and conduct data analysis for client meetings and presentations.

• Identify and create efficiencies.

• Represent DentaQuest in Customer Service issues with internal and external customers (i.e. accounts, members, dentists, groups, etc).

• Other duties as assigned.

• Bachelor's degree or equivalent experience.

• 5 years' experience working in a high-volume call center environment.

• Knowledge of claims life cycle.

• Excellent analytical and problem-solving skills.

• Strong computer skills including Microsoft Office applications, and general reporting software.

• Ability to present to professionals - clients, colleagues, senior leaders.

• Excellent math capabilities: including the ability to analyze and organize data.

• Strong attention to detail.

• Ability to make appropriate decisions.

• Excellent organizational skills.

• Excellent communication skills: written, verbal and interpersonal.

• Ability to work well with others at all levels of the organization.

• Ability to work under pressure.

• Ability to identify and escalate critical conditions.

• Strong aptitude for learning new t4echology applications.

• Required to attend additional training as requested/deemed necessary.

Salary: $55,000 - 80,000
At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.