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 be Global 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 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.
• 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 co