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Customer Service Rep
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Omaha, NE Omaha, Nebraska |
About this job
The candidate must work from the Omaha, NE office, no telework. Must be able to work anytime between 8a-8p CST.
POSITION SUMMARY
The (CSR) Customer Service Representative is responsible for handling customer service inquiries and problems via telephone or internet correspondence with people insured by Aetna (members). The CSR is often the first contact with members who routinely inquire about their supplemental benefit along with validating for the member that medical updates have been received for future consideration of extension of benefits. An important component is guiding our insured members on self-service options such as how to submit a new claim along with explaining contract provisions. Having policy knowledge to answer questions and problem solving ability to resolve issues based on prior phone calls/letters from members, providers and plan sponsors is key in minimizing calls from being transferred to claim analysts. An effective CSR has strong customer service skills demonstrating a balance of sensitivity to customers along with maintaining accuracy and production standards. In addition, excellent oral and written communication skills along with attention to detail and negotiation ability is essential to being successful in this role as is strong technical skills in working with multiple system platforms
Fundamental Components:
Customer Service experience in a transaction based environment such as a call center or retail location preferred. Handles Disability Customer Service Inquiries and problems via telephone, internet or written correspondence. Ability to maintain accuracy and production standards. Calls handled in an 8 hr.day - 80-90. Strong oral and written communication skills Problem solving skills Understanding of Medical terminology Bi-lingual Spanish speaking skills are a definite plus! Hours of Operation are from 8:00 AM to 8:00 PM EST.
BACKGROUND/EXPERIENCE desired:
1-3 years Customer Service experiences is REQUIRED.
Experience in a production environment is preferred.
Call center experience is preferred.
EDUCATION
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
LICENSES AND CERTIFICATIONS
Customer Service/Associate Customer Service Specialist is desired
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Customer Service - Disability/1-3 Years
TECHNOLOGY EXPERIENCES
Technical - Operating Systems/Windows/1-3 Years/End User
Technical - Desktop Tools/Microsoft Explorer/1-3 Years/End User
REQUIRED SKILLS
Service/Demonstrating Service Discipline/FOUNDATION
Service/Providing Solutions to Constituent Needs/FOUNDATION
Service/Working Across Boundaries/ADVANCED
DESIRED SKILLS
Service/Creating a Differentiated Service Experience/ADVANCED
Service/Handling Service Challenges/ADVANCED
ADDITIONAL JOB INFORMATION
Call Center hours of operation are (85AM to 8 PM EST) We value leadership, creativity and initiative. Spanish-speaking Customer Service Representatives desired, but not required. If you share these values with a commitment to excellence and innovation, please consider a career with Aetna.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Employment Type Regular Career Band Description Business Support & Technical
POSITION SUMMARY
The (CSR) Customer Service Representative is responsible for handling customer service inquiries and problems via telephone or internet correspondence with people insured by Aetna (members). The CSR is often the first contact with members who routinely inquire about their supplemental benefit along with validating for the member that medical updates have been received for future consideration of extension of benefits. An important component is guiding our insured members on self-service options such as how to submit a new claim along with explaining contract provisions. Having policy knowledge to answer questions and problem solving ability to resolve issues based on prior phone calls/letters from members, providers and plan sponsors is key in minimizing calls from being transferred to claim analysts. An effective CSR has strong customer service skills demonstrating a balance of sensitivity to customers along with maintaining accuracy and production standards. In addition, excellent oral and written communication skills along with attention to detail and negotiation ability is essential to being successful in this role as is strong technical skills in working with multiple system platforms
Fundamental Components:
Customer Service experience in a transaction based environment such as a call center or retail location preferred. Handles Disability Customer Service Inquiries and problems via telephone, internet or written correspondence. Ability to maintain accuracy and production standards. Calls handled in an 8 hr.day - 80-90. Strong oral and written communication skills Problem solving skills Understanding of Medical terminology Bi-lingual Spanish speaking skills are a definite plus! Hours of Operation are from 8:00 AM to 8:00 PM EST.
BACKGROUND/EXPERIENCE desired:
1-3 years Customer Service experiences is REQUIRED.
Experience in a production environment is preferred.
Call center experience is preferred.
EDUCATION
The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.
LICENSES AND CERTIFICATIONS
Customer Service/Associate Customer Service Specialist is desired
FUNCTIONAL EXPERIENCES
Functional - Customer Service/Customer Service - Disability/1-3 Years
TECHNOLOGY EXPERIENCES
Technical - Operating Systems/Windows/1-3 Years/End User
Technical - Desktop Tools/Microsoft Explorer/1-3 Years/End User
REQUIRED SKILLS
Service/Demonstrating Service Discipline/FOUNDATION
Service/Providing Solutions to Constituent Needs/FOUNDATION
Service/Working Across Boundaries/ADVANCED
DESIRED SKILLS
Service/Creating a Differentiated Service Experience/ADVANCED
Service/Handling Service Challenges/ADVANCED
ADDITIONAL JOB INFORMATION
Call Center hours of operation are (85AM to 8 PM EST) We value leadership, creativity and initiative. Spanish-speaking Customer Service Representatives desired, but not required. If you share these values with a commitment to excellence and innovation, please consider a career with Aetna.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.
We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.
Together we will empower people to live healthier lives.
Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.
We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.
Employment Type Regular Career Band Description Business Support & Technical