Customer Service Representative-Operations

CVS Health • Franklin, TN

1d • $17 - $28

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Job Summary: Customer Service Representatives are the face of Aetna and impact the agent experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Engages, consults, and educates members based upon the member’s unique needs, preferences and understanding of Aetna plans, tools, and resources to help guide the members along a clear path to care. Calls are typically non-routine and may require deviation from standard screens, scripts, and procedures to engage, consult and educate agents based upon the agent's unique needs, preferences and understanding of Aetna plans, tools, and resources. Our department has a history of growth and is an encouraging and positive place to work. If you have a strong work ethic, cheerful outlook, and willingness to learn, along with the correct skills and qualifications, we would love to have you join our team. You will function as a primary resource for product and agent service support for field sales and/or customer teams. In this role, you will act as a primary resource for our products and provide support or agents and/or customer teams. In this role you will learn how to help our agents grow their sales in the Medicare health market while building a strong and collaborative relationship with your team.

Requirements

• Customer Service - 1-3 Years of Experiences
• Strong Analytical Skills
• Basic computer skills
• Insurance Knowledge – Plus
• Critical Thinking
• Multi-Tasking
• Written and verbal communication are necessary skills.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Working knowledge of problem solving and decision-making skills
• High School Diploma required; associate’s degree preferred.

Responsibilities

• Possesses knowledge all Aetna health products available to the senior market.
• Gives guidance with sales inquiries.
• Manages various software applications while taking calls when needed and documents processes effectively.
• Cultivates positive and successful relationship with field sales force/broker/consultant community/customer teams.
• Navigates and instructs the customer on how to use agent support website.
• Completes sales orders and requests for materials.
• Trains and mentor other employees if needed.
• Assist Supervisor and Manager with providing support to the team.
• Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.
• Anticipates agent’s needs and educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools).
• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.
• Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

Benefits

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED