Job Description

Customer Experience Specialist 1

As a Customer Experience Specialist 1 in our dental insurance contact center, you will be handling inquiries from our customers related to their dental insurance plans. These inquiries can range from providing an effective date on an account to helping a member better understand their dental benefits. Here are some additional details regarding responsibilities:

Responsible for interacting with customers via inbound/outbound phone calls and ensuring a consistent, positive experience for Principal's customers while incorporating the established service processes in all interactions.

Responds and anticipates the customer's needs while navigating several systems and web applications. Understands the customer's previous interactions with Principal in order to provide a coordinated, 360 experience.

Builds customer relationships by providing accurate information, presenting the process optimally and solving the customer inquiries real-time.

Demonstrates the ability to recognize when an interaction needs to be escalated for resolution. Identifies innovation solutions to improve the customer experience and identifies voice of the customer opportunities for the enterprise.

While we're open to remote opportunities, those candidates who reside within 30 miles of the Des Moines, IA and Charlotte, NC Principal offices, would be working in the office with the potential for a hybrid work arrangement in the future.

Who You Are:

2+ years of customer service experience or equivalent proven through one or a combination of the following: work experience, training, military experience, and education.

Experience working within call centers, customer service and/or dental insurance experience preferred.

Ability to learn and understand a broad range of insurance products and apply that knowledge by referencing appropriate tools and resources.

Excellent typing skills.

Ability to quickly learn and navigate within numerous software and web applications.

Proficient with desktop applications such as MS Office and Internet browsers.

Strong analytical, interpersonal, problem solving, attention to detail and decision-making skills.

Will be required to pass dental terminology coursework during training.

Salary Range Information:

Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly): $16.75 - $22.40 / hour

Time Off Program:

Personal Time Off (PTO) is provided to hourly (non-exempt) employees and provides a set amount of accrued time earned each pay period. Employees can use their PTO for vacation, personal or short-term illness.

Pension Eligible: Yes

Hours:

Hours for training are Monday - Friday 8:00am - 5:00pm CST. Engagement Center hours of operation are Monday-Thursday 7:25am - 6:35pm CST and Friday 7:25am - 6:05pm CST.

Work Authorization/Sponsorship:

At this time, we're not considering candidates that need any type of immigration sponsorship now or in the future or those needing work authorization for this role. (This includes, but is not limited to students on F1-OPT, F1-CPT, J-1, etc.)

Investment Code of Ethics:

For Principal Global Investors positions, you'll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal:

At Principal, we value connecting on both a personal and professional level. Together, we're imagining a more purpose-led future for financial services and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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