Customer Service Agent

Company Overview

Delta Dental of Minnesota is the largest regional provider of dental benefits, serving over 7,000 groups and 4.5 million members nationwide. We engage each individual and encourage growth and professional development. We are a Top Workplace employer.

A Customer Service Agent (CSA) provides customer service while managing a large volume of inbound telephone calls. The CSA works on‑site (Bemidji or Minneapolis), remote, or hybrid. The position will be with Stratacor, an affiliate of Delta Dental.

• Manage customer service inquiries by verbally answering incoming telephone calls
• Listen to, identify, and assess customers’ needs to achieve customer satisfaction
• Build sustainable relationships and trust with customer accounts through open, interactive, and effective communication
• Provide accurate, valid, and complete information by using the right methods and tools
• Meet customer service performance metrics (e.g. call‑handling) to ensure efficient and effective service delivery
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Ensure thorough call documentation is completed
• Follow communication procedures, guidelines, and policies
• Go the extra mile to engage customers
• Demonstrate exceptional verbal and written communication, interpersonal and active‑listening skills, and the ability to prioritize issues and respond accordingly
• Other duties as assigned

• Ability to adhere to structured call center policies and procedures (i.e. attendance, quality, Health Information Portability and Accountability (HIPAA) guidelines)
• Demonstrate a high level of dedication, enthusiasm, and motivation
• Ability to listen and address customer problems effectively
• Exceptional verbal and written communication skills
• Ability to clearly communicate and speak to customers effectively to ensure a positive experience
• Excellent problem‑solving skills
• Strong understanding of company products and services
• Ability to address customer questions and issues accurately and thoroughly
• An understanding and working knowledge of technology (i.e. Microsoft Office suite of products), technology applications, and phone systems
• Ability to prioritize and understand customer needs and adapt/respond to different types of customers to build positive relationships
• Ability to multitask, prioritize, and manage time effectively
• Ability to maintain composure, remain calm and courteous under high‑pressure situations, and navigate tense situations, especially during busy hours
• Ability to attend extended new‑hire training Monday through Friday, 8:00 am to 4:30 pm
• 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 7:00 am to 7:00 pm dependent on business needs

• High School Diploma or equivalent
• Experience using Microsoft Office suite of products, technology applications, and phone systems

• Bachelor’s degree; or equivalent combination of education and experience
• Call center and/or customer service experience

• Travel Requirements: N/A
• Weight Lifting Requirements: 10 lbs.
• Sedentary Work:
  Prolonged periods of time sitting at a workstation while answering telephone calls and navigating a computer
• Telecommuting Requirements:
  • Required to have a dedicated work area established that provides information privacy
  • Ability to keep all company sensitive information secure
  • Must have reliable direct high‑speed internet connection

Benefits include medical, dental, vision, and life insurance; disability coverage; flexible spending plans; a 401(k) plan; PTO; and holidays.

The starting hourly rate for this position is $20.00.

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)