Senior Customer Service Representative- Operations

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Job Summary: 

Customer Service Representatives are the face of Aetna and impact the agent experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Engages, consults, and educates members based upon the member’s unique 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, consult and 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, cheerful outlook, and willingness to learn, along with the correct skills and qualifications, we would love to have you join our team. You will function as a primary resource for product and agent service support for field sales and/or customer teams. 

What will you do: 

• Executes both routine and non-routine business support tasks in the Commissions Operations teams under limited supervision, referring deviations from standard practices to managers. 

• Measures and monitors the quality and effectiveness of work processes in commissions that impacts agent satisfaction and contributes to operational efficiency. 

• Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers. 

• Acts as a subject matter expert on commission workflows and Commission Operations to consistently support agent inquiries. 

• Will be responsible to analyze and resolve issues associated with agent commissions. 

• 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., assistance with agent self-service tools). 

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

• Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes. 

• Possesses knowledge all Aetna health products available to the senior market. 

• Gives guidance with sales inquiries. 

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

• Cultivates positive and successful relationship with field sales force/broker/consultant