Job Details

Senior Client Services Specialist Position Summary

The Senior Client Services Specialist acts as an intermediary between the Company and our clients. In this role, the Senior Support Specialist provides elevated support to a variety of clients, internal departments, and fellow department team members regarding a variety of products on an as-needed basis. The actions may include training, troubleshooting, resolving complaints, suggesting solutions as well as to transfer clients to the appropriate person in the organization to provide further information and/or support.

• Why does this role matter?
  The Senior Client Services Specialist role is critical to ensuring our clients receive timely, accurate, and high-quality support across our products and services. This position serves as an escalation point for complex issues while also supporting internal teams with troubleshooting, training, and process improvement. By strengthening our ability to resolve client concerns quickly and effectively, this role directly contributes to client satisfaction, retention, and overall operational efficiency.
• What impact will the new hire have in their first 6 months?
  Within the first six months, the new hire will play a key role in stabilizing and strengthening the support workflow by assisting with escalated client issues, supporting daily case management, and helping improve response times. They will contribute to reducing case backlogs, improving client follow-up consistency, and supporting our Client Services Specialists who require additional guidance.
• What's the growth trajectory for this position?
  This role provides a strong pathway for growth within the client services and support organization. As the individual gains deeper expertise in our systems and workflows, there will be opportunities to take on additional leadership responsibilities such as mentoring team members and leading training initiatives, Over time, high-performing individuals in this role may have the opportunity to transition into higher technical tiers within the support organization, where they can focus on more complex troubleshooting and deeper system expertise.

What You'll Be Doing as a Senior Client Services Specialist

• Answer incoming calls and chats from clients to address their issues promptly and document each phone call in the Approver ticketing system.
• Effectively troubleshoot and manage support issues.
• Document each phone call in the ticketing system.
• Successfully communicate and/or demonstrate to clients how to utilize products and services.
• Assist and support the Sales team in handling escalated issues and support. Resolve these issues effectively and in a timely manner. This will consist of handling direct phone calls and email escalations from the Sales team.
• Review escalated cases effectively and promptly from other tier level supports including the following scenarios:
  • Claim Traces
  • DMD .TIF and .TXT issues
  • Claim Rejections
  • Upload Issue
  • Eligibility issues
  • ERA issues
  • Patient Statement issues
• Must understand client needs and expectations and work within appropriate standards.
• Must continually stay knowledgeable about the products and services that we offer.
• Observe security responsibilities.
• Live DentalXChange's company values: Actively Care, Try Hard, Be Humble and Feedback is a Gift.

What You'll Bring to the Team as a Senior Client Services Specialist

• One year of customer service experience preferred (call center experience a plus).
• Associate degree or equivalent experience preferred.
• Ability to effectively manage time and prioritize.
• Strong verbal and written communication and interpersonal skills.
• Proficient in all MS Office applications and use of the internet.
• Ability to successfully multitask with accuracy in a fast-paced environment.
• Working knowledge of technical and procedural aspects and functions.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Accurate and thorough documentation as per position expectations and our protocols.
• Able to communicate successfully with clients and internal associates with consistently positive feedback.
• Regularly meets the productivity and accuracy requirements established.

Pay Range: $20.00 - $22.00 per hour DOE.

What We Offer

• Challenging and rewarding career opportunities with room for growth as we grow!
• Medical, dental, and vision benefits - eligible first of the month after start date
• Unlimited PTO
• Paid time off for sick, jury duty, bereavement
• 10 company paid holidays
• 401k with company match
• Health Advocate
• Healthcare and dependent care flexible spending accounts
• Friendly co-workers and a positive culture!

EDI Health Group dba DentalXChange understands the importance of privacy and takes seriously the need to protect job applicants' personal information. Applicants should be aware that we collect and use personal information in accordance with the California Consumer Privacy Act (CCPA). For more details on how we handle your information and your rights under the CCPA, please visit our Privacy Policy.

DentalXChange is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates. The more inclusive we are, the better our work will be.