Customer Care Advisor

About NCD

NCD is a leading provider of dental and vision insurance, collaborating with notable partners like MetLife, VSP, and Zurich. Our diverse team includes winners, nerds, and gamers who embrace a fun and thoughtful culture, grounded in our five core values: Relentless Positivity, Growth Obsessed, Get it Done, Helpful Spirit, and Solution Driven. We prioritize building a community committed to exceptional member and agent satisfaction, continually expanding our impact in the insurance industry.

Role Summary

If you enjoy engaging with people and excel at attentive listening, this role suits you well. We’re seeking a remote Customer Care Advisor dedicated to delivering exceptional phone support and service to our customers promptly. The position is fully remote, equipped with necessary tools, and includes 2-4 weeks of paid remote training. A distraction-free workspace is required.

Key Responsibilities

• Manage inbound and outbound correspondence with members and providers.
• Communicate with clients through phone, email, and chat channels.
• Explain member products, address inquiries regarding policies, modifications, disputes, and process transactions.
• Refer new enrollments or policy adjustments to licensed agents as necessary.
• Handle billing or service complaints, escalating unresolved issues appropriately.
• Accurately document all member interactions within CRM systems.
• Maintain thorough knowledge of company offerings.
• Educate members to optimize their health plan benefits.
• Build member trust and contribute to improved retention rates.
• Achieve performance objectives related to call quality, satisfaction, volume, and scheduling adherence.
• Participate in meetings, training, and skill-building activities.

Qualifications

• Minimum of 2 years experience in customer service or call center environments.
• College degree preferred but not mandatory.
• Strong verbal and written communication skills.
• Proficient with Microsoft Word, Excel, Outlook, and Teams.
• Ability to multitask across listening, typing, speaking, and navigating computer systems simultaneously.
• Bilingual candidates (Spanish) receive pay differential.

Benefits

• Company-sponsored health, dental, life, and disability insurance plans.
• 401(k) retirement plan with employer matching.
• Opportunities for career advancement.
• Support and allowance for remote work setup.
• A positive and encouraging workplace culture.

Compensation

The hourly wage ranges from $17.50 to $18.50, depending on experience and qualifications.