Experienced Customer Service Representative – Aetna Answer Team Consultant (Remote/WFM)
At arenaflex, we're on a mission to revolutionize the way we deliver customer service in the healthcare industry. As a Customer Service Representative – Aetna Answer Team Consultant, you'll play a vital role in helping us achieve this goal. If you're passionate about providing exceptional customer experiences, have a knack for problem-solving, and thrive in a fast-paced, dynamic environment, we want to hear from you!
About arenaflex
arenaflex is a leading healthcare company that's dedicated to making a positive impact on people's lives. Our purpose is to bring our heart to every moment of your health, and we're committed to delivering enhanced human-centric healthcare for a rapidly changing world. With a strong focus on innovation, convenience, and affordability, we're constantly pushing the boundaries of what's possible in healthcare.
Our Heart At Work Behaviors
At arenaflex, we believe that how we deliver our services is just as important as what we deliver. That's why we've developed our Heart At Work Behaviors, which are designed to empower our employees to transform our culture and accelerate our ability to innovate and deliver solutions. Our behaviors are built around the following principles:
- Empathy: We put ourselves in our customers' shoes and strive to understand their needs and concerns.
- Collaboration: We work together as a team to achieve our goals and deliver exceptional results.
- Innovation: We're always looking for new and better ways to do things, and we encourage creativity and experimentation.
- Accountability: We take ownership of our actions and results, and we're committed to continuous improvement.
Position Summary
As a Customer Service Representative – Aetna Answer Team Consultant, you'll serve as a single point of contact on a client-facing team in a call center environment. Your primary responsibilities will include:
- Responding to client service requests and issues, including enrollment and billing, commissions, technical support, install/group administration, and all other routine customer service inquiries.
- Delivering first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues based on the initial phone call/letter/email from the client.
- Developing technical acumen and staying up-to-date on product knowledge and industry trends.
- Providing exceptional customer service and resolving issues in a timely and professional manner.
- Collaborating with internal teams to resolve complex issues and improve customer satisfaction.
Required Qualifications
* Prior call center experience is required.
- Experience in use of process improvement and root-cause analysis methodologies is preferred.
- Capability to develop technical acumen and stay up-to-date on product knowledge and industry trends.
- Strong client-facing orientation and exceptional customer service skills.
- Demonstrated problem-solving skills and ability to work in a fast-paced, dynamic environment.
- High School Diploma or GED equivalent is required.
Preferred Qualifications
* Experience working in a remote or work-from-home environment.
- Certification in customer service or a related field.
- Experience working with Aetna products or services.
Education
* High School Diploma or GED equivalent is required.
Pay Range
The typical pay range for this role is $17.00 - $31.30 per hour. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors.
Benefits
At arenaflex, we're committed to providing our employees with a comprehensive benefits package that includes:
- Medical, dental, and vision benefits.
- 401(k) retirement savings plan and Employee Stock Purchase Plan.
- Fully-paid term life insurance plan and short-term and long-term disability benefits.
- Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.
- Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and Company policies.
- Well-being programs, education assistance, free development courses, and discount programs with participating partners.
Career Growth Opportunities
At arenaflex, we're committed to helping our employees grow and develop their careers. We offer a range of opportunities for professional development, including:
- Training and development programs.
- Mentorship and coaching.
- Opportunities for advancement and career growth.
- A culture that encourages innovation, creativity, and experimentation.
Work Environment
As a remote or work-from-home employee, you'll have the flexibility to work from anywhere, at any time. Our remote work environment is designed to be collaborative and supportive, with regular check-ins and virtual team meetings to ensure that everyone is connected and working together effectively.
Company Culture
At arenaflex, we're passionate about creating a culture that's inclusive, diverse, and supportive. We believe that everyone has a unique perspective and contribution to make, and we're committed to fostering an environment that encourages creativity, innovation, and collaboration.
How to Apply
If you're passionate about providing exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Please submit your application without delay. We're keen to hear from talented candidates like you. Apply to this job Apply for this job