Customer Service Representative

Customer Care Advocate (Dental Services) - Remote

Location: Must reside within 50 miles of Cary, NC (201 Way, Cary, NC 27513

Schedule

• Hours of operation: Monday through Friday, 8:00 AM - 11:00 PM EST
• Mandatory in-person training for 8 weeks, Monday through Friday, 8:30 AM - 5:00 PM EST
• Must be flexible to work assigned shifts based on business needs
• Required to attend monthly in-office engagement days

Position Overview

We are seeking a Customer Care Advocate to provide exceptional support to dental insurance customers. In this role, you will handle inbound customer inquiries via phone and email, assisting members and dental providers with questions related to dental coverage, claims, and benefits. The ideal candidate is customer-focused, empathetic, detail-oriented, and committed to delivering outstanding service experiences.

This position offers the opportunity to make a meaningful impact by helping customers understand and maximize their dental benefits while ensuring a positive and professional service experience.

Key Responsibilities

• Work remotely from a home office environment.
• Respond to customer and provider inquiries via phone and email regarding dental insurance products and benefit plans.
• Research and resolve questions related to coverage, claims status, policy provisions, and procedures.
• Process transactions accurately and efficiently, routing requests to appropriate departments when necessary.
• Track and follow up on customer requests to ensure timely resolution.
• Build and maintain strong customer relationships through effective communication, active listening, and empathy.
• Navigate multiple systems and applications simultaneously to provide accurate and complete information.
• Deliver consistent, high-quality customer service while maintaining professionalism and attention to detail.
• Support members and dental providers with benefit-related inquiries and issue resolution.

Required Qualifications

• High School Diploma or GED equivalent.
• Minimum 1 year of experience in a remote call center or customer service environment.
• Reliable high-speed wired Ethernet internet connection (minimum 100 Mbps download / 20 Mbps upload). Wi-Fi is not compatible.
• Ability to work across multiple monitors and applications simultaneously while speaking with customers.
• Proficiency with Microsoft Word, Excel, Outlook, and customer relationship management platforms.
• Strong verbal communication, problem-solving, and customer service skills.

Preferred Qualifications

• 2+ years of call center or customer service experience.
• Strong typing and keyboarding skills.
• Experience supporting dental, health insurance, or other insurance-related products.
• Previous experience working in a dental office.
• Excellent listening and communication skills with a customer-focused and empathetic approach.
• Experience with Salesforce CRM is a plus.

What We're Looking For

• Strong attention to detail and organizational skills.
• Ability to remain professional and composed in a fast-paced environment.
• Effective problem-solving and critical-thinking abilities.
• Commitment to delivering exceptional customer experiences.
• Flexibility to work varying shifts as business needs require.
• Ability to learn and adapt to new systems, processes, and products quickly

Work Arrangement: Remote (with required in-person training and monthly office engagement days in Cary, NC).

Regards,

Akansha Pandey

Recruiting Partner

Americas Recruiting – Technology

HAYS Working for your tomorrow

Email- Akansha.Pandey11@Hays.com

Direct Number – (813)-280-4169