Customer Service Representative

Position Summary:

We areseekinga compassionate,customer-obsessedCustomer Service Representativeto care for our customers. Our customers include members of ourbenefitplans,employers that offerbenefits,anddoctors, hospitals, and otherhealthcare providers.  In this role, you will create connections with our customers byhelpingwiththeir benefits and claimsto improve their health and well-being. You willbe responsible foreducating customers about their benefits and claims while resolving issues and directing them tohelpfulresources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction throughkind andrespectful interactions.

 As the face of ourcompany, you willcare for our customers byresearchingissues, documentingoutcomes, resolvinginquiriesanddeliveringa high levelof customer satisfaction. Your ability to listen and respond to customer needs is crucial ininspiringtrust and loyalty.

Key Responsibilities:

• Actively listenand be an advocate forcustomers,understand their needs and provide guidanceand support

• Resolvecustomer inquiries and issues efficiently while documenting all interactions.

• Educatecustomers about available resources andassistthem in navigating their options.

• Anticipatecustomer needs andprovide proactive solutionsto enhance satisfaction.

• Collaboratewith team members and other departments to address service issues and improveoutcomes.

• Documentall customer correspondence andmaintainconfidential records of patient information.

• UtilizeAI-enabled toolsduring training and servicingto improve efficiency, support problem-solving, and enhance customer experience.

• Follow policies, procedures, and the CVS/Aetna Code of Conduct.

Your performance will be measured by:

• Customer satisfactionwith the service you provide.

• DemonstratingCVS/Aetna’sValues in Actionbehaviorsincludecaring, beingaccountable,innovating with purpose,and prioritizingsafety andquality.

• Your ability to resolve customer issues the first time they call.

• Service with HeartQuality and accuracyof interactionsand empathywith customers.

• Reporting to work and adhering to your assigned schedule.

OurLeadership and WelcomeTeamswillhelpyousucceedby providing:

• New colleague orientationto learn about our company and your role.

• Engaging and comprehensive training ranging from 4 to18 weeksdepending on thecustomerssupported.

• A supportive and inclusive culture that will allow for continuous learning and growth.

• Ongoing coachingand mentoringsupport.

• Equipment and resources needed to complete assigned work.

Key Competencies andBehavioralRequirements:

• Demonstrated empathyand effective communication skills.

• Respectful and kinddemeanor in all communicationswhile being an advocate for our customers

• Strong problem-solving and decision-making abilities.

• Ability to manage multiple resources and tasks in a fast-paced environment.

This position pays$18.50/hour.

Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.

Required Qualifications:

• 6+monthsof customer service experience

• Basic computer skills

• Must work in Pacific Standard Time or Mountain Standard Time

Preferred Qualifications:

• 1+ years of customer service experience in acontactcenter environment, which may include calls, chatsor email correspondence depending on role

• 1+ years of claims, provider, dental,medicalorother relatedhealthcareexperience

• Microsoft office experience preferred

Education:

High School Diploma, GED, or equivalent experience.

You musthave:

• Adherence to workplacemodeland potential telework agreements.

• High-speed internet(100 Mbps download | 25 Mbps upload)accesswith a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, andWiFiare notpermitted.

• Willingness toleveragetechnology and AI as keysupport tools.

• Willingness to work specific hours with flexibility.