Customer Service Representative

This is a fully remote position, open to applicants in Ohio, +2 more states.

📋 Description

• Advocate for customers by actively listening to their needs and providing guidance and support.

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

• Inform customers about available benefits and resources, assisting them in navigating their options.

• Anticipate customer needs and deliver proactive solutions to enhance overall satisfaction.

• Collaborate with team members and other departments to effectively address service issues and improve outcomes.

• Maintain thorough documentation of customer correspondence and uphold confidentiality of patient information records.

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

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

• Provide accurate, empathetic, and high-quality interactions, resolving issues during the first call.

• Report to work punctually and follow the assigned schedule.

⛳️ Requirements

• Minimum of 6 months of customer service experience.

• Basic proficiency with computer skills.

• Must be available to work in Eastern Standard Time or Central Standard Time.

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

• Compliance with workplace model and any potential telework agreements.

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

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

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

• Flexibility to work specific hours is required.

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

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

• Experience with Microsoft Office is preferred.

🏝️ Benefits

• $2,000 sign-on bonus after 9 months of continuous service, contingent upon a minimum of 12 months of employment.

• Orientation for new colleagues.

• Comprehensive training programs lasting from 4 to 18 weeks.

• A supportive and inclusive workplace culture.

• Opportunities for continuous learning and professional growth.

• Ongoing coaching and mentoring support.

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

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Paid time off benefits.

• Retirement savings options available.

• Wellness programs and additional well-being resources available based on eligibility.