Member Care Representative

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn't beGlobal Industry leaders today without all the individual contributions that bring our team together.

Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!

If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!

JOB OVERVIEW: DentalPlans.com is seeking a motivated and compassionate Customer 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.

KEY RESPONSIBILITIES:

• 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.
• 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
• 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.
• 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.

SKILL:

Apply acquired job skills and company policies and procedures to complete assigned tasks. Apply acquired knowledge of procedures and external regulations.

COMPLEXITY:

Work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

SUPERVISION:

Work under minimal supervision and receive little instruction on daily work, receive general instruction on newly introduced assignments.

MINIMUM WORK EXPERIENCE:

Typically, 1 or more years of related experience.

PREFERRED EDUCATION:

Typically, High School education, vocational training and/or on-the-job training.

GENERAL SKILLS & COMPETENCIES:

• Good time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

SPECIFIC KNOWLEDGE & SKILLS:

• 2-3 years of call center or customer service experience, preferably in a sales or healthcare-related industry.
• Strong communication skills, both written and verbal, with an emphasis on active listening and customer empathy.
• Demonstrated ability to resolve customer issues effectively while maintaining a positive and professional attitude.
• Ability to multitask, stay organized, and handle a high volume of customer interactions.
• Proficient in using multiple system applications, Microsoft Office, and dual-screen setups.
• Bilingual (English and Spanish) or multilingual is a plus.
• Customer-focused with a passion for delivering exceptional service.
• Strong problem-solving skills and the ability to think on your feet.
• Experience working with dental savings plans or health insurance is a plus.
• Proficient keyboarding skills and familiarity with CRM tools.
• interactions in a chat environment or Inbound/Outbound call
• Ability to type a minimum of 40 WPM

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meeting expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

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), Paid ParentalLeave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts,Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

*Benefits may vary by location or status.

Henry Schein Oneis 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.