Customer Service Representative

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

📋 Description

• Engage actively with customers, champion their needs, comprehend their requirements, and offer guidance and assistance.

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

• Inform customers about benefits and available resources, aiding them in navigating their choices.

• Anticipate customer requirements and deliver proactive solutions to enhance their satisfaction.

• Collaborate with colleagues and other departments to resolve service issues and improve overall outcomes.

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

• Employ AI-enabled tools during training and service processes to boost efficiency, support problem-solving, and enhance the customer experience.

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

• Investigate issues, document results, address inquiries, and achieve high levels of customer satisfaction.

• Performance is evaluated based on customer satisfaction, first-call resolution, quality and accuracy, empathy, schedule adherence, and alignment with CVS/Aetna values.

⛳️ Requirements

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

• Basic proficiency in computer skills.

• Must be a resident of California.

• High School Diploma or equivalent certification.

• Compliance with workplace model and potential telework agreements.

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

• Direct wired Ethernet connection to the modem/router; hotspots, satellite, fixed wireless, and WiFi connections are not acceptable.

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

• Flexibility to work specific hours as required.

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

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

• Familiarity with Microsoft Office is preferred.

• Proven empathy and strong communication skills.

• A respectful and kind demeanor in all interactions.

• Strong problem-solving and decision-making capabilities.

• Ability to manage various resources and tasks effectively in a fast-paced setting.

🏝️ Benefits

• Orientation for new colleagues.

• Comprehensive training lasting from 4 to 18 weeks.

• A supportive and inclusive culture that promotes continuous learning and growth.

• Ongoing coaching and mentoring support.

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

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being, subject to eligibility.