Customer Service Representative

Position Summary<br />We are seeking a compassionate, customer‑obsessed Customer Service Representative to care for our customers, including members of benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare. In this role, you will create connections by helping customers with their benefits and claims, improving their health and well‑being. You will educate customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability, empathy, and the ability to handle a variety of inquiries and ensure customer satisfaction through kind and respectful interactions. As the face of our company, you will research issues, document outcomes, resolve inquiries, and deliver a high level of customer satisfaction, inspiring trust and loyalty.<br /><br />Key Responsibilities<br /><br />Actively listen and advocate for customers, understand their needs, and provide guidance and support.<br /><br />Resolve customer inquiries and issues efficiently while documenting all interactions.<br /><br />Educate customers about available resources and assist them in navigating their options.<br /><br />Anticipate customer needs and provide proactive solutions to enhance satisfaction.<br /><br />Collaborate with team members and other departments to address service issues and improve outcomes.<br /><br />Document all customer correspondence and maintain confidential records of patient information.<br /><br />Follow policies, procedures, and the CVS/Aetna Code of Conduct.<br /><br />Performance Measures<br /><br />Customer satisfaction<br /><br />with the service you provide.<br /><br />Demonstrating CVS/Aetna's "Heart at Work" behaviors<br /><br />including Putting People First, Joining Forces, and Inspiring Trust.<br /><br />Your ability to resolve customer issues the first time they call.<br /><br />Quality and accuracy<br /><br />of interactions with customers.<br /><br />Reporting to work and adhering to your assigned schedule.<br /><br />Leadership and Welcome Teams<br /><br />New colleague orientation to learn about our company and your role.<br /><br />Engaging and comprehensive training ranging from 4 to 18 weeks depending on the customers supported.<br /><br />A supportive and inclusive culture that will allow for continuous learning and growth.<br /><br />Ongoing coaching and mentoring support.<br /><br />Equipment and resources needed to complete assigned work.<br /><br />Key Competencies and Behavioral Requirements<br /><br />Demonstrated empathy<br /><br />and effective communication skills.<br /><br />Respectful and kind<br /><br />demeanor in all communications while being an advocate for our customers.<br /><br />Strong problem‑solving and decision‑making abilities.<br /><br />Ability to manage multiple resources and tasks in a fast‑paced environment.<br /><br />Required Qualifications<br /><br />6+ months of customer service experience.<br /><br />Basic computer skills.<br /><br />Must live in Washington, Oregon, Nevada, or Idaho to work in Pacific Standard Time.<br /><br />Preferred Qualifications<br /><br />1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role.<br /><br />1+ years of claims, provider, dental, medical or other related healthcare experience.<br /><br />Microsoft office experience preferred.<br /><br />Education<br />High School Diploma, GED or equivalent experience.<br /><br />You Must Have<br /><br />High‑speed internet access with adherence to workplace model and potential telework agreements.<br /><br />Anticipated Weekly Hours<br />40 hours<br /><br />Time Type<br />Full time<br /><br />Pay Range<br />The typical pay range for this role is: $17.00 – $31.30 per hour. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.<br /><br />Compensation and Bonuses<br />Qualified new hires are eligible for a $2,000 sign‑on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.<br /><br />This position pays $18.50 per hour.<br /><br />Benefits<br />This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. Benefits include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.<br /><br />EEO Statement<br />Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.<br /><br />#J-18808-Ljbffr