CUSTOMER SERVICE REP - Western Dental : Job Details

The Remote Call Center Rep/Sales Service Representative is responsible for creating an outstanding experience at every interaction for both new and existing customers. The CCR maintains superior product knowledge and a passion for customer satisfaction and provides solutions to customer needs in fast paced and energetic environment. This position will be remote-based.

Sonrava Health offers a competitive benefit package designed to enhance the lives of our employees. Employees are eligible for benefits based on their full-time status.

• Paid Time Off (PTO)
• Medical and dental insurance
• Vision coverage
• 401K plan
• Highly competitive salaries
• KPI based incentive programs.
• Outstanding professional training
• Exceptional growth and career advancement opportunities

The primary role of the CCR is:

• Effectively communicate with customers who need to complete dental treatment or have questions regarding dental needs into scheduling appointments
• Handle high volume of calls regarding Denti-Cal
• Effectively navigate systems to lookup existing customer information in our databases
• Aggressive outbound calls efforts and follow ups on any missed and cancelled appointments
• Foster a strong, professional and positive communication with all peers and customers
• Outbound SSR candidates should surpass quality assurance, productivity and dependability expectations
• Follow best practices and adherence to pre-approved procedures in escalating patient concerns
• Educate new and existing customers of any available plans, products and services
• Ability to multi-task, this includes knowledge of multiple plans and different levels of benefits within each plan
• Use of analysis and solid commitment to solve customer problems, includes working independently and make solid decisions
• Possess an assertive work ethic and is comfortable overcoming objections aimed to increase performance conversions
• Willing to have fun and engage in a high energy and collaborative work environment, accessible and knowledgeable Leadership Team
• Ability to remain focused and productive each day though tasks may be repetitive

Fluent in speaking Spanish and English (preferred)

Minimum 2+ years experience in a fast paced call center environment and customer service environment

Self starter, entrepreneurial spirit, attention to detail, well organized and strong problem-solving abilities

Ability to use critical thinking skills to challenge customers current viewpoints

Ability to portray a positive upbeat, service-oriented attitude for an entire shift

Excellent communication & listening skills acute attention to detail while consistently meeting/exceeding production goals

Excellent verbal communication, interpersonal, and organizational skills

Strong ability to listen to patient needs and matching needs w/ WDS services

Flexible schedule is a must; Available to work 40 hours per week anytime within the operating hours of 8am - 8pm and rotating Saturdays.