Customer Service Representative

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

📋 Description

• Actively listen, advocate for customers, comprehend their needs, and offer guidance and support.

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

• Inform customers about benefits, resources, and available options.

• Anticipate customer needs and deliver proactive solutions.

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

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

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

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

• Fulfill performance expectations regarding customer satisfaction, first-call resolution, interaction quality and accuracy, attendance, and schedule adherence.

⛳️ Requirements

• A minimum of 6 months of customer service experience.

• Basic proficiency in computer skills.

• Proven empathy and effective communication abilities.

• Maintain a respectful and kind demeanor in all interactions.

• Strong problem-solving and decision-making skills.

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

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

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

• Compliance with workplace model and potential telework arrangements.

• Willingness to work specific hours with flexibility.

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

• Preferred experience with Microsoft Office.

• Over 1 year of customer service experience in a contact center environment is preferred.

🏝️ Benefits

• New colleague orientation.

• 7 weeks of extensive training.

• Supportive and inclusive culture promoting continuous learning and growth.

• Ongoing coaching and mentoring support.

• Equipment and resources necessary to perform assigned tasks.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional benefits and resources based on eligibility.