Customer Communications Manager

DentalPlans.com

Based in Plantation, Florida, our staff is devoted to improving oral health nationwide by making quality dental care affordable and accessible to everyone. We understand that it takes the very best people to make a company great. Our employees enjoy opportunities for career growth in a safe and comfortable environment.

If you are interested in working for an industry leader in a fun, fast-paced, and family-oriented environment, we may be the right fit for you! DentalPlans.com not only provides the best in affordable dental savings plans, but it is also a great place to work!

https://www.dentalplans.com


Position Details

Customer Communications Manager
Job
Full-time
6/1/2018
South Florida
Plantation, FL

Job Summary:

The Customer Communications Manager is responsible for providing outstanding support predominantly via email, but often by phone to both customers and leads requesting additional information. This position will provide customers with a consistent level of proactive and professional support, maintaining a relationship of trust and open communication throughout the lifecycle of the membership. The ideal candidate will have a passion for helping people, an understanding of what it takes to create loyal customers, and a drive towards extremely quick customer resolution.

Essential Job Functions - Including but not limited to:

  • Reply to customers regarding their plan questions via email and telephone based on incoming email communication. 
  • Enter prospective leads into CRM based on incoming email communication. 
  • Develop deep understanding of DentalPlans.com’s products, be able to educate customers on how to use plan benefits and how they work at a dentist office. 
  • Handle customer billing questions via email and phone, both with DentalPlans.com, our networks and with a customer’s dentist office. 
  • Open/update/close inquiries via a 3rd party ticketing system to ensure that customer inquiries are documented properly. 
  • Build reports on incoming customer inquiries to determine trends and future business needs to properly service customers. 
  • Meet very firm service levels in replying to customers (example: 24-48 hour customer resolution, depending on inquiry type). 
  • Develop new ideas/strategies to improve the customer experience based on feedback from current customers. 
  • Become liaison between contact center team leads and marketing team to determine how to best service customer base. 
  • Act as web chat back up for Sales and Customer Care. 
  • Provide additional marketing back up support as needed. 
  • Work in conjunction with legal department as needed.

Minimum Abilities and Skills Required:

  • Bachelor’s Degree or equivalent required in related discipline (Business Administration, Communications, Marketing, Psychology, etc)
  • Two - Four (2-4) years of professional experience in a customer service-based position
  • Excellent written and verbal communication and interpersonal skills are essential, as well as effective organizational, multi-tasking, and prioritization skills
  • Must be able to exercise judgement and effectively present information to respond to questions from clients, vendors, employees, and the general public
  • Candidates must demonstrate the ability to understand and apply above average mathematical concepts for the purposes of measuring departmental statistics
  • Ability to review a variety of concepts and analyze possible solutions to problems
  • Ability to thrive in an ever-changing, fast-paced environment
  • Dedication to providing exceptional service
  • Intermediate level of knowledge with PC hardware & software (Windows, Microsoft Excel & Word, & internet browsing)


« Back