Job Description
Job Description*This position is fully remote within the United States*
Job Summary
DentalPlans.com is seeking a motivated and compassionate Member Care/Sales Representative to join our team. In this role, you will provide exceptional customer service to support our dental savings plan members. You will address customer inquiries, resolve issues, process renewals, and ensure a smooth experience for our members. Your focus will be on maintaining high satisfaction, promoting our plans, and driving customer retention. As part of the Contact Center team, you’ll contribute to creating lasting customer relationships and enhancing the overall customer experience.
The work schedule for this position Monday-Thursday 10:30am-7:00pm EST and Friday 9:30am-6:00pm EST. Candidates can reside in any time zone as long as they are able to work the hours of the position.
What You Will Do
- Customer Support:
- Handle inbound and outbound calls to assist customers with questions regarding their dental savings plans (DSPs), benefits, and enrollment status.
- Provide clear explanations of DSP features, enrollment processes, renewals, and billing issues to ensure customers fully understand their plans.
- Resolve customer complaints, inquiries, and requests promptly and professionally, ensuring high levels of customer satisfaction.
- Process plan renewals, updates, and cancellations according to company procedures.
- Relationship Building:
- Develop strong relationships with customers by listening attentively, addressing concerns, and offering personalized solutions to meet their needs.
- Provide ongoing support to customers, offering guidance on how to get the most out of their dental savings plans.
- Assist with outbound calls when necessary to promote renewals, upsell additional services, or follow up on past interactions.
- Sales Support:
- Work closely with the Inside Sales team to ensure smooth handoffs and continuity in customer care during the sales and post-sales process.
- Assist with cross-selling and upselling where appropriate, based on customer needs and opportunities.
- When seasonal high sales call volume dictates, the position will also handle both Inbound and Outbound sales calls, working with a diverse set of consumers to identify their needs and make recommendations for the appropriate plan.
- Documentation & Compliance:
- Accurately document all customer interactions and updates in the system in accordance with company policies and standards.
- Follow company scripts, policies, and compliance requirements during all customer interactions.
- Chat Support
- Provide support to customers in a chat environment identifying solutions as needed.
- Support a minimum of 3 chats simultaneously with excellent customer service.
- Continuous Improvement & Learning:
- Participate in ongoing training and coaching sessions to enhance product knowledge, sales techniques, and customer service skills.
- Actively contribute to team meetings and provide feedback to improve customer care processes.
- Adherence to Performance Metrics:
- Maintain high-quality service standards, ensuring KPIs such as response time, customer satisfaction, and issue resolution are consistently met.
- Meet or exceed individual performance goals, such as call volume, customer satisfaction scores, and problem resolution times.
Travel/Physical Demands
Travel typically less than 10%. Office environment. No special physical demands required.
Qualifications
What You Will Have
- Typically a high school diploma.
- 1+ years of call center or customer service experience (preferably in sales or healthcare-related industries).
- Strong written and verbal communication skills, with active listening and customer empathy.
- Proven ability to resolve customer issues professionally while maintaining a positive attitude.
- Excellent multitasking, time management, and organizational skills in a high-volume environment.
- Strong attention to detail, accuracy, and ability to manage confidential or sensitive information.
- Proficient in Microsoft Office, multiple system applications, and dual-screen setups.
- Solid keyboarding skills and ability to type 40 WPM.
- Ability to work a regular 40-hour schedule, with occasional overtime during peak periods.
- A work environment free from background noise and distraction.
Nice to Haves
- Bilingual (English and Spanish) or multilingual.
- Experience working with dental savings plans or health insurance.
- Experience using NICE CXOne.
The base pay for this role is $16.50 per hour. This position is also eligible for commission, which is not included in the stated hourly rate.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people
- A career in the healthcare technology industry, with the ability to grow and realize your full potential
- Competitive compensation
- Excellent benefits package – Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more
About Henry Schein One
Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.
Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.
One of many reasons why Henry Schein One leads the industry is because of our products, services and most importantly, our people.
In 2022, Henry Schein One was named one of Best Companies to Work for in Utah. Click here for more information: 2022 Best Companies to Work For | Henry Schein One
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
Unfortunately, Henry Schein One is not currently hiring individuals residing in Alaska, Delaware, Hawaii, Iowa, Louisiana, Maryland, Nebraska, North Dakota, Rhode Island, South Dakota, Vermont, West Virginia, Washington DC, or Puerto Rico and other US Territories.
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