Note: The job is a remote job and is open to candidates in USA. Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. The Customer Service Support Representative I position interacts with customers to provide and process information in response to inquiries about products and services, ensuring superior customer service across various communication channels.

Responsibilities

• Responds to customer inquiries in a courteous and professional manner
• Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
• Thoroughly and completely document all customer interactions
• Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations
• Provides direction on the usage and benefits of self-service tools
• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist
• Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role
• Meets or exceeds individual, department, and client specific goals
• Understands and adheres to all of DentaQuest’s administrative and contractual policies and procedures
• Contributes to the success of the organization by suggesting ways to improve the service delivery processes
• Other duties as assigned

Skills

• High School Diploma or Equivalent
• 2 years of experience in a high-volume customer service environment
• Proven professional verbal and written communication skills
• Ability to efficiently operate a computer and knowledge of Microsoft Office applications
• Strong organizational skills and attention to detail
• Ability to work independently and with a team
• Ability to learn quickly and adapt to a fast-paced production environment
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors
• Critical thinking and problem-solving skills
• Ability to tolerate repetitive work without compromising accuracy and service levels
• Required to attend additional training as requested/deemed necessary
• LOOKING FOR SPANISH SPEAKING CANDIDATES
• Dental terminology knowledge and group health insurance experience a plus

Benefits

• Discretionary annual incentive award based on your individual performance as well as the overall performance of the business
• Generous vacation and sick time
• Market-leading paid family, parental and adoption leave
• Medical coverage
• Company paid life and AD&D insurance
• Disability programs
• Partially paid sabbatical program
• 401(k) employer match
• Stock purchase options
• Employer-funded retirement account
• Flexible, inclusive and collaborative work environment that supports career growth
• Reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business

Company Overview

Company H1B Sponsorship