Associate - Customer Care

Responsibilities

• Provide outstanding service to dental provider offices and customers through inbound phone calls, ensuring each interaction is positive, professional, and aligned with established service processes.
• Anticipate provider office and customer needs while navigating multiple systems and tools; leverage knowledge of prior interactions to deliver a seamless, integrated 360° experience.
• Build strong, trusted relationships with provider offices and internal teams by delivering accurate information, clearly communicating processes, and resolving inquiries in real time.
• Recognize when issues need escalation and take appropriate action to ensure timely resolution.
• Identify opportunities to enhance the providers and customer experience and share provider and customer feedback to support enterprise improvements.
• Deliver prompt, courteous, and high-quality service while adhering to all applicable laws, regulations, and company policies, including the Corporate Code of Ethics and compliance guidelines.
• Demonstrate integrity, professionalism, and a collaborative spirit when working with all areas of the Principal Financial Group.
  
  

• 2+ years of customer service experience, or equivalent through work experience, training, military service, or education.
• Strong English communication skills, both verbal and written.
• Excellent organizational, customer service, and phone communication skills.
• Strong typing skills and proficiency with MS Office and internet browsers.
• Ability to navigate multiple software systems and web applications efficiently.
• Quick learner with the ability to adapt to new computer applications and call center tools.
• Proven ability to manage multiple tasks in a fast‑paced environment with strong attention to detail.
• Ability to learn a broad range of products and effectively use reference tools and resources.
• Ability to maintain confidentiality at all times.
• Willingness to work non‑traditional hours, as needed.