November 1, 2024

Inmediata Health Group

San Juan

FULL TIME

Contact Center Representative - Dental Area

Inmediata Health Group is seeking for a Contact Center Representative – Dental Area will be supporting our client’s customers as a first point of contact and resolving questions regarding their accounts, via telephone, email, online chat, or any other established process.
Requirements:

Minimum one year of experience in customer service-related work
Sixty (60) college credits equivalent to two (2) years of study or an associate degree.
Bilingual (English|Spanish)

Responsibilities:

Interact with current and potential customers via telephone, email, online chat, or any other established process, to provide support and information on our clients’ services.
Identify customers’ needs, clarify information, answer questions, research every issue, and provide solutions.
Register and document all customer interactions received in our CRM (Customer Relationship Management) Salesforce application database or any other application.
Ensures that appropriate actions are taken to resolve customers’ concerns, escalating major issues with the appropriate staff, and following the internal procedures when necessary.
Follows contact center-established “scripts” when handling different topics.
Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
Accomplish the established individual and department contact center metrics on a daily, weekly, and monthly basis.
Responsible for follow-up internally to ensure that tasks are completed within any given deadline provided by customers.
Responsible for closing the service cycle of calls that are not solved in the first contact and/or there was a commitment with the customer to call back.
Provide clear, coherent, and comprehensible responses to customers on the resolution of grievances and appeals to avoid follow-up inquiries that may delay or have an adverse impact on the quality or efficiency of the service.
Provides detailed guidance on benefits, clarifying doubts to customers and prospects about services.
Refers to support departments as applicable, following up until a response is received.
Keeps customers informed of the status and notifies the outcome of the request to complete the service cycle.