Customer Service Representative

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

📋 Description

• Engage with customers actively, advocating for their needs while providing guidance and support.

• Efficiently address customer inquiries and issues, ensuring all interactions are thoroughly documented.

• Inform customers about available resources and assist them in navigating their choices.

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

• Work collaboratively with team members and other departments to resolve service issues and improve outcomes.

• Keep meticulous records of customer correspondence while safeguarding confidential patient information.

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

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

• Fulfill performance expectations related to customer satisfaction, first-call resolution, interaction quality and accuracy, schedule adherence, and CVS/Aetna’s “Heart at Work” values.

⛳️ Requirements

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

• Basic proficiency in computer skills.

• High School Diploma, GED, or an equivalent qualification.

• Access to high-speed internet (minimum 100mbs).

• Compliance with workplace model and potential telework agreements.

• Openness to working specific hours with some flexibility.

• Availability to work from 7am to 7pm local time, Monday through Friday, with varying schedules.

• Proven empathy and strong communication skills.

• Maintain a respectful and kind demeanor in all interactions.

• Excellent problem-solving and decision-making capabilities.

• Capacity to manage multiple resources and tasks in a dynamic environment.

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

• Experience with Microsoft Office is preferred.

🏝️ Benefits

• Comprehensive orientation for new colleagues.

• Seven weeks of engaging and thorough training.

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

• Ongoing coaching and mentoring assistance.

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

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Paid time off benefits.

• Retirement savings options available.

• Wellness programs.

• Additional resources based on eligibility.