Customer Service Representative-Operations

Job Summary

Customer Service Representatives are the face of Aetna andimpactthe agent experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence arehandled. Engages,consults,and educates members based upon themember’sunique 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,consultand 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,cheerfuloutlook,and willingness to learn, along with the correct skills and qualifications, we would love to have you join our team.You willfunction asa 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 forourproductsandprovidesupport oragentsand/or customer teams.In this roleyou will learn how to help our agents growtheirsales in the Medicare health market while building a strong and collaborative relationship with your team.

What will you do:

• Possessesknowledgeall Aetna health products available to the senior market.

• Gives guidancewithsalesinquiries.

• Manages various software applications while taking calls when needed and documents processeseffectively.

• Cultivates positive and successfulrelationshipwith field salesforce/broker/consultantcommunity/customerteams.

• Navigates and instructs the customer on how to useagentsupportwebsite.

• Completes sales orders and requests formaterials.

• Trains and mentor other employees ifneeded.

• Assist Supervisor andManager withproviding support to theteam.

• 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.,assistancewith agent self-service tools).

• May provide technical or subject matterexpertiseconcerning policies, procedures, and function-related applications/systems tools.

• Documents and tracks all contacts, events, and outcomes with clients usingappropriate systemsand processes.

Required Qualifications

• 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. 

Preferred Qualifications

• Ability to read andcomprehendsimple instructions, short correspondence, andmemos.

• 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

• Associates degree preferred

Education

• High School Diplomaor equivalent GED