Customer Service - Aetna Answer Team Consultant

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 enrollment and billing inquiries, commissions, technical support, group administration, and other routine customer service inquiries. The role emphasizes delivering first-call resolution for 90-95% of inquiries, which requires accurately identifying, researching, and resolving issues based on the initial communication from the client, whether it be through phone calls, letters, or emails. In this position, you will be expected to demonstrate exceptional customer service skills and a strong client-facing orientation. You will utilize your problem-solving skills to address client concerns effectively and efficiently. The role also requires a capability to develop technical acumen, which will aid in resolving more complex issues that may arise. Your contributions will play a significant role in enhancing the overall client experience and ensuring that CVS Health continues to deliver on its commitment to human-centric health care. This position is designed for individuals who thrive in a fast-paced environment and are passionate about providing high-quality service to clients. You will be part of a team that is dedicated to transforming the culture of health care delivery, making it more personal, convenient, and affordable for all clients. Your work will directly impact the lives of individuals seeking assistance with their health care needs, and you will be empowered to make a difference in every interaction.

Responsibilities
• Respond to client service requests and issues in a call center environment.
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• Deliver first-call resolution for 90-95% of inquiries.
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• Accurately identify, research, and resolve issues based on initial client communication.
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• Provide support for enrollment and billing inquiries, commissions, technical support, and group administration.
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• Demonstrate exceptional customer service skills in all interactions with clients.
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• Utilize problem-solving skills to address and resolve client concerns effectively.

Requirements
• High School Diploma or GED equivalent required.
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• Prior call center experience is required.
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• Experience in process improvement and root-cause analysis methodologies preferred.
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• Capability to develop technical acumen is necessary.
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• Strong client-facing orientation is essential.
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• Demonstrated exceptional customer service skills are required.
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• Demonstrated problem-solving skills are necessary.

Nice-to-haves

Benefits
• Medical insurance coverage
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• Dental insurance coverage
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• Vision insurance coverage
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• 401(k) retirement savings plan
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• Employee Stock Purchase Plan
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• Fully-paid term life insurance
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• Short-term and long-term disability benefits
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• Well-being programs
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• Education assistance
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• Free development courses
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• CVS store discount
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• Discount programs with participating partners
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• Paid Time Off (PTO)
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• Paid holidays throughout the calendar year

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