Midwest Dental

  • Call Coach - Customer Experience Center

    Job Locations US-MN-Bloomington
    Job Post Information* : Posted Date 4 weeks ago(4 weeks ago)
    ID
    2018-4581
    # of Openings
    1
    Category
    Customer Service
    Type
    Full Time Regular
  • Overview

    Call Coach – Customer Experience Center

     

    Do you aspire to help a team reach its potential by encouraging each individual take their customer service skills to the next level?

    Are you a leader that “takes the bull by the horns”?

     

    Our Customer Experience Center supports over 200 dental practices across 17 states. Our CEC team is responsible for conducting outbound phone calls to assist offices in building their patient schedules. This team provides convenience to new and existing patients with phenomenal responsiveness and friendly service in an effort to fill each office's patient schedule.

     

    SUMMARY: 

    The Call Coach is a first line resource for the CEC agents, providing assistance in order for the entire team to be successful. This position requires a mastery of customer service and core competency in technical skills with practice management software. The Call Coach is a role model to our agents and success will be measured by the effectiveness of 1:1 coaching sessions.  The Call Coach’s primary responsibility is the success of the Team.

    Schedule (days/hours)

    Mon- Fri Business Hours

    Responsibilities

    • Walk the call center floor and coach in the moment to enhance the team’s individual ability to effectively handle calls.
    • Create a motivating environment and encourage agents to be successful
    • Hold 1:1 coaching sessions with agents. Tailor coaching method to individual needs and individual plans to either develop, improve or maintain performance
    • Assist in training of new agents and incumbent agents
    • Review recorded calls and score against QA checklist. Meet goals on number of calls scored weekly.
    • Document call reviews in software system
    • Provide suggestions for improvement through regular meetings with Team Leads
    • Take calls (outbound or inbound) during heavy call periods or as assigned (Approximately 1-3 hours per day)

    Qualifications

    • High School Diploma or GED required
    • 2+ years of proven track record of successful performance in a call center environment
    • 1+ year of experience training or coaching performance driven teams preferred
    • Superior customer service skills, excellent written and verbal communication skills and high emotional intelligence
    • Strong attention to detail, follow up and multi-tasking skills
    • Maintains composure when dealing with unexpected challenges and competing demands
    • Strong computer skills including proficiency in Microsoft office
    • Self-directed working in a fast paced environment making decisions quickly and effectively
    • Ability to maintain strict confidentiality

    At Midwest Dental, we are passionate about patient care and service. If you are interested in building a career with people who work every day to be the best, and whose work creates happy, healthy and loyal patients, Midwest Dental may be the place for you.  We are proud to serve our hometown communities. Midwest Dental dentists, hygienists and dental assistants serve the dental care needs of patients in over 200 locations across 17 states.

     

    We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

     

    *CB

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