Customer Service Representative

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

📋 Description

• Actively engage with customers to comprehend their needs and offer guidance and assistance.

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

• Inform customers about available resources and assist them in exploring their options.

• Anticipate customer demands and deliver proactive solutions.

• Collaborate with team members and other departments to resolve service challenges and enhance outcomes.

• Record customer communications and uphold the confidentiality of patient information records.

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

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

• Investigate issues, document results, resolve inquiries, and achieve high customer satisfaction.

• Enhance understanding of benefits and claims for members, employers, and healthcare providers.

⛳️ Requirements

• Minimum of 6 months of customer service experience.

• Basic computer proficiency.

• Must reside in the PST Time Zone within NV, OR, WA, or CA.

• Proven empathy and strong communication skills.

• Maintain a respectful and kind demeanor in all interactions.

• Excellent problem-solving and decision-making capabilities.

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

• High School Diploma, GED, or equivalent experience required.

• Compliance with workplace model and potential telework agreements.

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

• Direct wired ethernet connection to modem/router is necessary.

• Hotspots, satellite, fixed wireless, and WiFi connections are not permitted.

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

• Willingness to work specific hours with flexibility.

🏝️ Benefits

• Orientation for new colleagues.

• Comprehensive and engaging training lasting from 4 to 18 weeks.

• An inclusive and supportive culture that fosters continuous learning and development.

• Ongoing coaching and mentoring assistance.

• Provision of necessary equipment and resources to fulfill assigned duties.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs available.

• Additional resources based on eligibility.