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    Customer Service Senior Representative - Remote, United States - The Cigna Group

    The Cigna Group
    The Cigna Group Remote, United States

    3 weeks ago

    Default job background
    OTHER
    Description
    The job profile for this position is Customer Service Senior Representative, which is a Band 2 Professional Career Track Role.

    Excited to grow your career?

    We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

    Our people make all the difference in our success.

    Delivers specific delegated Customer Service tasks assigned by a supervisor. Receives requests by mail, telephone, or in person regarding insurance claims/policies. Responds to inquiries from policy holders, providers and/or others for information and assistance. Performs research to respond to inquiries and interprets policy provisions to determine most effective response. Mails or routes claim forms and supporting documentation to various units for final processing. Position typically requires excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances or complaints of moderate to substantial complexity. Completes day-to-day tasks without immediate supervision, but has ready access to advice from more experienced team members. Tasks involve a degree of forward planning and anticipation of needs/issues. Resolves non-routine issues escalated from more junior team members.

    Job Description

    A Customer Support Representative is responsible for performing a variety of advanced, complex customer service functions to a single or multiple client bases. This individual proactively recognizes cause and effect trends, identifies and clarifies customer needs, and works toward solutions. Maintains effective relationships with client base to ensure the effective delivery of superior customer service. Is able to resolve customer issues through process expertise without having to escalate to higher levels of Management but also understands when higher level of authorization is required. Responsible for compiling and maintaining KPI reports for internal and external clients.

    Essential Functions:

    • Independently resolves escalated, complex customer conflicts including but not limited to: product, order placement, standing orders, contract administration, credit requests and returns.
    • Single Point of Contact for program to include KPI's for internal team and external client.
    • Serve as SME for assigned special/strategic program(s)
    • Inventory Reconciliation; process returns within RGA policy guidelines
    • May work with freight carriers for courier and LTL (Less-than-Truck) issues
    • Other duties as assigned (may extend to other client base as needed)

    Qualifications:

    • High School diploma required; some college preferred
    • Minimum 3 years experience in a customer support or call center environment (preferably in a lead-type role)
    • Proficiency in MS Office (Word, Excel & Outlook)
    • Knowledge of Turning Point is highly desirable
    • Strong attention to detail
    • Ability to multi-task
    • Excellent written and oral communication skills
    • Demonstrates expertise and competence within Customer Support role
    • Demonstrates knowledge of broader Curascript customer services organization and impact on customer
    • Demonstrates basic knowledge of industry policies and regulations
    • Demonstrates ability to navigate and use multiple computer systems simultaneously while maintaining customer contact
    • Possesses a sense of urgency for problem resolution and knows where to go for that that resolution
    • Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.

    If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.For this position, we anticipate offering an hourly rate of USD / hourly, depending on relevant factors, including experience and geographic location.

    This role is also anticipated to be eligible to participate in an annual bonus plan.

    We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna.

    Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

    Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

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