Customer Service Representative

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

📋 Description

• Actively listen to and advocate for customers by comprehending their needs while providing guidance and assistance.

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

• Inform customers about benefits and available resources.

• Support customers in exploring their options.

• Anticipate customer needs and offer proactive solutions.

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

• Maintain documentation of customer correspondence and safeguard confidential patient information records.

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

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

• Research issues, document results, resolve inquiries, and ensure high customer satisfaction.

• Report to work and comply with the assigned schedule.

⛳️ Requirements

• A minimum of 6 months of customer service experience.

• Basic computer skills are required.

• Must reside in the PST zone in Nevada, Oregon, Washington, or California.

• High School Diploma, GED, or equivalent experience is necessary.

• Commitment to workplace model and potential telework agreements.

• High-speed internet connection with 100 Mbps download and 25 Mbps upload is required.

• A direct wired Ethernet connection to the modem/router is mandatory; hotspots, satellite, fixed wireless, and WiFi are not permitted.

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

• Flexibility to work specific hours.

• Proven empathy and effective communication skills.

• Maintain a respectful and kind demeanor in all communications.

• Strong problem-solving and decision-making skills are essential.

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

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources to support physical, emotional, and financial well-being.

• New colleague orientation.

• Comprehensive training ranging from 4 to 18 weeks.

• Continuous learning and growth opportunities.

• Ongoing coaching and mentoring support.

• Equipment and resources required to complete assigned tasks.