Customer Service Representative

This is a fully remote position, open to applicants in California.

📋 Description

• Advocate for customers by actively listening to their needs and providing guidance and support.

• Efficiently address customer inquiries and issues while meticulously documenting all interactions.

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

• Conduct thorough research on issues, document the outcomes, and ensure high levels of customer satisfaction.

• Proactively anticipate customer needs and offer effective solutions.

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

• Maintain records of customer correspondence and uphold the confidentiality of patient information.

• Utilize AI-enabled tools during training and service operations to boost efficiency, problem-solving capabilities, and customer experience.

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

⛳️ Requirements

• A minimum of 6 months of experience in customer service.

• Basic computer proficiency.

• Must be a resident of California.

• High school diploma or an equivalent qualification.

• Proven ability to demonstrate empathy and effective communication skills.

• Maintain a respectful and kind demeanor in all interactions.

• Strong problem-solving and decision-making skills.

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

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

• Direct wired ethernet connection to modem/router is required; hotspots, satellite, fixed wireless, and WiFi connections are not allowed.

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

• Flexibility to work specific hours as required.

• Compliance with the workplace model and any potential telework agreements.

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

• Preferred: At least 1 year of experience in claims, provider, dental, medical, or other related healthcare fields.

• Experience with Microsoft Office is preferred.

🏝️ Benefits

• Orientation for new colleagues.

• Comprehensive training lasting from 4 to 18 weeks.

• A supportive and inclusive workplace culture.

• Opportunities for continuous learning and professional growth.

• Ongoing coaching and mentoring support.

• Provision of necessary equipment and resources to complete assigned tasks.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources available based on eligibility.