Job Description

Customer Service Representative
Milwaukee, WI


  • Respond to customer inquiries in a courteous and professional manner
  • Research assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
  • Thoroughly and completely document all customer interactions
  • Educate customers and dental professionals on eligibility, benefits, claims payment, and authorizations
  • Provide direction on the usage and benefits of self-service tools
  • Assist members on gaining access to care by locating a network provider or assignment to a primary provider
  • Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role
  • Meets or exceeds individual, department, and client specific goals
  • Understands and adheres to all of the administrative and contractual policies and procedures
  • Contributes to the success of the organization by suggesting ways to improve the service delivery processes
  • Other duties as assigned



  • High School Diploma or Equivalent
  • 2 years of experience in a high volume customer service environment
  • Proven professional verbal and written communication skills
  • Ability to efficiently operate a computer and knowledge of Microsoft Office applications
  • Ability to tolerate repetitive work without compromising accuracy and service levels
  • Required to attend additional training as requested/deemed necessary
  • Dental terminology knowledge and group health insurance experience a plus
  • Experience with Avaya phone system a plus


Application Instructions

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