Associate - Customer Care

Job description

What You'll Do

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.

Who You Are

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.