Lead Customer Service Representative, DentaQuest

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. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Job Description:

Location: Must reside in Maryland

The opportunity: 

The Lead Customer Service Representative serves as a resource and provides support by answering questions and monitoring workflow to team members related to inbound calls. In addition, the position is responsible for the coordination of queue management to ensure turnaround times are met while achieving superior operational performance and process excellence.

How you will contribute: 

• Monitor and oversee customer service department queue management to ensure compliance with enterprise wide client contract SLAs.
• May monitor and evaluate CSR calls utilizing monitoring system to ensure that service is being delivered based on established guidelines.
• May train and mentor team members and identify development needs, working with Supervisor to coordinate additional training as needed.
• May serve as a back-up to the CS Training Specialist, leading or supporting Specialist during new hire and follow-up training.
• Provide feedback on CSR performance to Supervisor.
• Contact cross functional departments when necessary to notify of potential impacts.
• Assist team members in responding to and resolving questions regarding processing, processes, policies, etc. and serve as a resource and subject matter expert, based on a strong working knowledge and departmental guidelines
• Use sound judgment to escalate issues that may require intervention of the Supervisor.
• Participate in ad hoc projects and stretch assignments related to operational activities and generally support management in a positive and productive manner
• Assist in ensuring staff meet or exceed productivity metrics.
• Assist in the distribution of work to team members as directed by the Supervisor.
• Research, analyze, resolve, and respond to any internal and external inquires.
• Resolves problems quickly by regularly interfacing with customer as needed.
• Create and implement department processes as needed.
• Maintain department service levels by performing team member functions as needed.
• Other duties as assigned.

What you will bring with you: 

• Associates degree and/or 4-5 years of experience in customer service.
• Knowledge of general computer software. (Excel and MS Word).
• Excellent interpersonal, written and verbal communication skills.
• Proven ability to work well individually and with a team.
• Ability to prioritize and organize multiple tasks.
• Ability to remain organized with multiple interruptions.
• Attention to detail, accuracy and organization skills is essential.
• Demonstrates self-motivation by taking initiative to learn more and take on more challenges.
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.
• Ability to work in excess of 40 hours in a week.
   

Preferred Qualifications:

• One year of people leadership experience.

Salary:  $46,300 - 62,500
At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.