DentaQuest
Manager, Customer Service (DentaQuest)
DentaQuest, Milwaukee, Wisconsin, United States, 53244
Job Title
Manager, Customer Service (DentaQuest)
Location Candidate must reside in Maryland.
Summary The Manager, Customer Service position focuses on responding to all customer inquiries and driving departmental goals. The role directs activities of the customer service team, ensures performance management, and enhances the customer experience as a market differentiator.
Responsibilities
Accomplish departmental goals (accessibility, accuracy, call management standards, budget, inventory, etc.) by leading and directing the customer service staff.
Supervise staffing of customer service resources using statistical data from call center reports and productivity metrics.
Assess call quality by monitoring calls and reviewing written correspondence; take actions to improve performance.
Develop action plans for performance improvement based on monthly reports and trends.
Organize and track key information and documents.
Work with other departments to ensure queue times are met.
Manage tickets and ensure appropriate language, attention, and turnaround times to meet departmental needs.
Develop innovative ways to motivate staff.
Foster teamwork by leading teambuilding activities.
Provide customer center workflow and quality improvement initiatives.
Resolve issues in accordance with DentaQuest’s policies, client contracts, and regulations.
Prepare reports and conduct data analysis for client meetings and presentations.
Identify and create efficiencies.
Represent DentaQuest on customer service issues with internal and external customers.
Perform other duties as assigned.
Qualifications
Bachelor’s degree or equivalent experience.
5 years’ experience in a high‑volume call center environment.
Knowledge of the claims life cycle.
Excellent analytical and problem‑solving skills.
Strong computer skills, including Microsoft Office and reporting software.
Ability to present to professionals – clients, colleagues, senior leaders.
Strong math capabilities for data analysis.
Strong attention to detail.
Ability to make appropriate decisions.
Excellent organizational skills.
Excellent communication skills: written, verbal, and interpersonal.
Ability to work well with others at all levels.
Ability to work under pressure.
Ability to identify and escalade critical conditions.
Strong aptitude for learning new technology applications.
Required to attend additional training as requested.
Salary 55,000 – 80,000 USD annually.
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Location Candidate must reside in Maryland.
Summary The Manager, Customer Service position focuses on responding to all customer inquiries and driving departmental goals. The role directs activities of the customer service team, ensures performance management, and enhances the customer experience as a market differentiator.
Responsibilities
Accomplish departmental goals (accessibility, accuracy, call management standards, budget, inventory, etc.) by leading and directing the customer service staff.
Supervise staffing of customer service resources using statistical data from call center reports and productivity metrics.
Assess call quality by monitoring calls and reviewing written correspondence; take actions to improve performance.
Develop action plans for performance improvement based on monthly reports and trends.
Organize and track key information and documents.
Work with other departments to ensure queue times are met.
Manage tickets and ensure appropriate language, attention, and turnaround times to meet departmental needs.
Develop innovative ways to motivate staff.
Foster teamwork by leading teambuilding activities.
Provide customer center workflow and quality improvement initiatives.
Resolve issues in accordance with DentaQuest’s policies, client contracts, and regulations.
Prepare reports and conduct data analysis for client meetings and presentations.
Identify and create efficiencies.
Represent DentaQuest on customer service issues with internal and external customers.
Perform other duties as assigned.
Qualifications
Bachelor’s degree or equivalent experience.
5 years’ experience in a high‑volume call center environment.
Knowledge of the claims life cycle.
Excellent analytical and problem‑solving skills.
Strong computer skills, including Microsoft Office and reporting software.
Ability to present to professionals – clients, colleagues, senior leaders.
Strong math capabilities for data analysis.
Strong attention to detail.
Ability to make appropriate decisions.
Excellent organizational skills.
Excellent communication skills: written, verbal, and interpersonal.
Ability to work well with others at all levels.
Ability to work under pressure.
Ability to identify and escalade critical conditions.
Strong aptitude for learning new technology applications.
Required to attend additional training as requested.
Salary 55,000 – 80,000 USD annually.
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