Customer Experience Consultant - Aetna Answer Team

We are seeking a highly skilled and customer-focused Customer Experience Consultant to join our Aetna Answer Team at CVS Health. As a vital point of contact in our call center environment, you will deliver exceptional service to our clients, responding to a wide range of inquiries and issues. This is an exciting opportunity to make a meaningful impact on the lives of our clients and contribute to our mission of providing human-centric health care.

In this role, you will be responsible for providing first-call resolution for 90-95% of client inquiries, utilizing your problem-solving skills to address concerns effectively and efficiently. You will also develop technical acumen to resolve complex issues and provide support for enrollment and billing inquiries, commissions, technical support, and group administration. If you are passionate about delivering high-quality service and thrive in a fast-paced environment, we encourage you to apply.

Key Responsibilities

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

Nice-to-haves

We offer a comprehensive benefits package, including:

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

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