Customer Service Representative

This is a fully remote position, open to applicants in Alabama, +8 more states.

📋 Description

• Actively listen, advocate for clients, comprehend their needs, and offer guidance and assistance.

• Efficiently resolve client inquiries and issues while documenting all interactions.

• Inform clients about benefits and available resources.

• Assist clients in exploring their options.

• Anticipate client needs and deliver proactive solutions.

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

• Record client correspondence and uphold confidential patient information records.

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

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

• Investigate issues, document results, resolve inquiries, and ensure high levels of customer satisfaction.

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

⛳️ Requirements

• Over 6 months of customer service experience.

• Basic computer proficiency.

• High School Diploma, GED, or equivalent experience.

• Proven empathy and strong communication skills.

• Kind and respectful demeanor in all interactions.

• Excellent problem-solving and decision-making skills.

• Capability to handle multiple resources and tasks in a dynamic environment.

• Compliance with workplace model and potential telework agreements.

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

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

• Willingness to utilize technology and AI as essential support tools.

• Flexibility to work specific hours.

• Eligible to work from employer-selected locations: West Virginia, Virginia, Texas, Georgia, Illinois, Maryland, North Carolina, Alabama, Florida, or Louisiana.

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

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

• Experience with Microsoft Office is preferred.

🏝️ Benefits

• $2,000 sign-on bonus after 9 months of service, with continuous employment for a minimum of 12 months.

• New colleague orientation.

• Comprehensive training lasting between 4 to 18 weeks.

• Supportive and inclusive culture.

• Opportunities for continuous learning and growth.

• Ongoing coaching and mentoring support.

• Provision of equipment and resources necessary to perform assigned work.

• Medical, dental, and vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources based on eligibility.

• Remote work from home opportunities.