Manager, Customer Service Job at Delta Dental Of Idaho, Boise, ID

  • Delta Dental Of Idaho
  • Boise, ID

Job Description

Culture rules at Delta Dental. It's key to our becoming the leading dental benefits carrier in the state, reaching over 500,000 Idahoans with our dental plans and community outreach programs. We're small on ego and big on grins. You'll see us involved in community events and "Did you make someone smile today?" on our To-Do lists. Our employees have the opportunity to make a difference in people's lives while working in an environment full of challenge, collaboration, flexibility, and industry-leading growth potential. Join our team committed to better oral health for all Idahoans.

The Manager, Customer Service will provide day-to-day oversight for a team of Support Specialists, overseeing telephone, email, and chat support, including monitoring Customer Service KPIs and call escalations to ensure Delta Dental standards are upheld. In addition, this position collaborates with the Claims team, Provider Records Coordinator, and Dental Director to identify opportunities for efficiency improvement, enhance the customer experience, and deliver on our brand promise of being simple, helpful, and trusted.

  • Provide day-to-day oversight and support for a team of Support Specialists
  • Ensure call center service level standards are met/exceeded.
  • Ensure proper staffing levels and productivity of staff (calls).
  • Answer phone calls and assist with Support Specialist tasks as needed.
  • Work with Claims Support team to ensure claims and call center service level standards are met/exceeded.
  • Assist with talent management, including recruiting, selecting, onboarding, coaching, engaging, and developing direct reports.
  • Assist staff with complex and escalated situations.
  • Act as cross-department liaison with AHS. Support AHS by ensuring user acceptance testing is done regularly and consistently for maintenance tickets and ongoing projects.
  • Provide input and collaborate with other teams to improve processes and the customer experience.
  • Demonstrate actions consistent with the organization's vision, mission, values, code of ethics, and compliance/security standards.
  • Perform other duties as assigned.


  • Minimum of three (3) years' experience working in a dental office and/or dental insurance field required.
  • BA/BS degree or equivalent combination of education and experience required.
  • Extensive knowledge of dental procedure codes and terminology, as well as HIPAA regulations and requirements preferred.
  • Prior call center experience preferred.
  • Prior team lead or personnel management/supervision experience preferred.
  • Highly organized, with excellent attention to detail, time management, critical thinking, and analytical skills.
  • Proven ability to communicate effectively with both business and technical stakeholders.
  • Ability to multi-task, adapt to sudden change, and work on multiple concurrent projects, sometimes under tight timelines.
  • Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.

  • Sitting/Standing (alternatively) continuously
  • Keyboard use/repetitive hand motion continuously
  • Skill/ability related to comprehension, organization, decision-making, and communication appropriate to position/level


Delta Dental of Idaho offers a competitive benefits plan for eligible staff, including:
  • Medical, dental, and vision
  • 401K with up to 6% company contribution
  • Generous PTO and up to 9 paid holidays
  • Community Service time to volunteer in your community
  • Hybrid schedule, with as few as 2 days in office per month after initial training phase
  • Tuition and continuing education reimbursement
  • Casual dress code
  • ...and more!


Delta Dental of Idaho seeks to provide a positive workplace where employees are treated with respect and are accountable for living our values and Code of Ethics while empowered to help the organization achieve its mission and vision.

Job Tags

Holiday work, Casual work,

Similar Jobs

Job Options

Night Janitor/ Swing Shift Job at Job Options

 ...another e-mail message.Job Summary: Responsible for ensuring all cleaning contractual requirements are met for San Ysidro Border. To...  ...cloths and the use of other various related cleaning equipment.Night SwingShift: 10:30 PM- 7:30 AM and 7:30 PM- 4:30 AMMust be... 


Beneficiary Services Representative Job at PPDG

 ...Coordinates patient travel for members opting to appeal to the FPEB. Assures necessary arrangements are made for members to travel on temporary duty status to and from other locations as required. Provides reports, briefings, and training and responds to inquiries from... 

International School of Denver

IBMYP Physical Education and Health Teacher w/Potential Leadership Role - Middle School - 2024-2025 Job at International School of Denver

 ...the curricula and fulfills the highest educational standards of the United States, China, France... Position Summary: ISDenver teachers provide subject guidance to any class or...  ...and respect for all cultures Physical Demands: Regularly lift and/or move up... 

Republic Services Inc.

Roll Off Driver CDL B- $2,000 Bonus Job at Republic Services Inc.

 ...Roll Off Driver CDL B- $2,000 Bonus Roll Off Driver CDL B- $2,000 Bonus Roll Off Driver CDL B- $2,000 Bonus Republic Services is an industry leader in U.S. recycling and non-hazardous solid waste. Through our subsidiaries, Republics collection companies, recycling... 

Trillium Staffing

Health Safety and Environment Manager Job at Trillium Staffing

Exciting Opportunity: DIRECT HIRE HSE Manager position available! Role Responsibilities: -Plan, develop, and coordinate all safety and environmental training and audits -Ensure compliance with all applicable federal, state, and local regulatory requirements...