Consumer Care Representative - Contractor

Key Responsibilities

• Support, document, track, and resolve complaints and inquiries from consumers.
• Represent the company as a primary contact for consumer concerns.
• Exercise exceptional judgment and utilize empowered decision-making to resolve issues for consumers and doctors.
• Troubleshoot end-to-end and collaborate with internal and external contacts for resolution.
• Identify and suggest process improvements to enhance consumer, dentist, and business partner experiences.
• Consistently meet or exceed set quality and productivity metrics.
• Adapt to evolving departmental processes and responsibilities.
• Perform other duties as assigned.

Skills, Knowledge & Expertise

• Education: Bachelor’s degree or related experience preferred.
• Experience: 2+ years in a call center environment.
• Skills: Strong MS Office proficiency (Outlook, Word, Excel) and data entry efficiency.
• Communication: Clear, concise, and professional verbal and written skills.
• Problem-Solving: Ability to identify root issues through skillful questioning.
• Judgment: Strong decision-making and organizational skills with attention to detail.
• Teamwork: Ability to work independently and collaboratively.
• Languages: Bi-lingual in French or Spanish strongly desired.