Customer Service Representative

This is a fully remote position, open to applicants in California, +3 more states.

📋 Description

• Actively listen and advocate for customers by understanding their requirements and offering guidance and support.

• Efficiently resolve customer inquiries and issues while accurately documenting interactions.

• Inform customers about benefits, claims, available resources, and options.

• Investigate issues, document outcomes, and guide customers to appropriate resources.

• Anticipate customer needs and offer proactive solutions.

• Work collaboratively with team members and other departments to tackle service issues and enhance outcomes.

• Record customer correspondence and maintain confidential records of patient information.

• Employ AI-enabled tools during training and service delivery.

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

• Achieve performance targets for customer satisfaction, first-call resolution, quality, accuracy, empathy, values-based behavior, and schedule adherence.

⛳️ Requirements

• Minimum of 6 months of customer service experience.

• Basic computer proficiency.

• Residence in Pacific Standard Time in Nevada, Oregon, Washington, or California is required.

• High School Diploma, GED, or equivalent experience.

• Compliance with workplace model and potential telework agreements.

• High-speed internet with a minimum of 100 Mbps download and 25 Mbps upload speeds.

• A direct wired Ethernet connection to the modem/router is necessary.

• Use of hotspots, satellite, fixed wireless, and WiFi is not permitted.

• Openness to utilizing technology and AI as essential support tools.

• Flexibility to work specific hours.

• Preferred: Over 1 year of customer service experience in a contact center setting.

• Preferred: More than 1 year of experience in claims, provider, dental, medical, or related healthcare fields.

• Experience with Microsoft Office is preferred.

🏝️ Benefits

• Comprehensive medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• New colleague orientation.

• Extensive training programs ranging from 4 to 18 weeks.

• A supportive and inclusive workplace culture.

• Opportunities for continuous learning and growth.

• Ongoing coaching and mentoring support.

• Necessary equipment and resources to complete assigned tasks.