About the position
As a Customer Service Consultant for the Aetna Answer Team at CVS Health, you will serve as a vital point of contact within a client-facing team in a call center environment. Your primary responsibility will be to respond to a variety of client service requests and issues, which may include inquiries related to enrollment, billing, commissions, technical support, and group administration. You will be expected to deliver first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues based on the initial communication from the client, whether it be through phone calls, letters, or emails. This role is essential in ensuring that clients receive timely and effective support, contributing to the overall mission of CVS Health to provide human-centric health care. In this position, you will utilize your strong client-facing orientation and exceptional customer service skills to foster positive relationships with clients. You will also be expected to demonstrate problem-solving skills and develop technical acumen to effectively address and resolve client issues. Your ability to work from home will provide flexibility while maintaining a focus on delivering high-quality service. The role requires a commitment to continuous improvement, and experience in process improvement and root-cause analysis methodologies is preferred. Your contributions will play a significant role in transforming the culture at CVS Health and enhancing the overall client experience.
Responsibilities
- Serve as a single point of contact for client service requests in a call center environment.
- Respond to inquiries related to enrollment, billing, commissions, technical support, and group administration.
- Deliver first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues.
- Utilize strong client-facing orientation to foster positive relationships with clients.
- Demonstrate exceptional customer service skills in all interactions with clients.
- Apply problem-solving skills to address and resolve client issues effectively.
Requirements
- High School Diploma or GED equivalent required.
- Prior call center experience is required.
- Experience in process improvement and root-cause analysis methodologies preferred.
- Capability to develop technical acumen.
- Strong client-facing orientation is essential.
- Demonstrated exceptional customer service skills are required.
- Demonstrated problem-solving skills are necessary.
Benefits
- Medical, dental, and vision benefits.
- 401(k) retirement savings plan.
- Employee Stock Purchase Plan for eligible employees.
- Fully-paid term life insurance plan for eligible employees.
- Short-term and long-term disability benefits.
- Well-being programs and education assistance.
- Free development courses.
- CVS store discount and discount programs with participating partners.
- Paid Time Off (PTO) or vacation pay.
- Paid holidays throughout the calendar year.
