Customer Service Representative

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

📋 Description

• Actively listen and advocate for customers by comprehending their needs and offering guidance and support.

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

• Educate customers on benefits and available resources, assisting them in navigating their options.

• Anticipate customer requirements and provide proactive solutions.

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

• Maintain confidential patient-information records and document customer correspondence.

• Research issues, document resolutions, and ensure high levels of customer satisfaction.

• Utilize AI-enabled tools during training and servicing to enhance efficiency, problem-solving, and customer experience.

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

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

⛳️ Requirements

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

• Basic computer proficiency.

• Must work in Pacific Standard Time in Idaho, Oregon, Washington, or Nevada.

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

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

• Experience with Microsoft Office is preferred.

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

• Compliance with workplace model and potential telework agreements is necessary.

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

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

• Willingness to utilize technology and AI as supportive tools.

• Flexibility to work specific hours is expected.

• Demonstrated empathy and effective communication skills are essential.

• A respectful and kind demeanor in all communications is required.

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

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

🏝️ Benefits

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

• New colleague orientation.

• Comprehensive training lasting between 4 to 18 weeks.

• Supportive and inclusive workplace culture.

• Opportunities for continuous learning and growth.

• Ongoing coaching and mentoring support.

• Equipment and resources provided to complete assigned work.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources based on eligibility.