- Independently resolves escalated, complex customer conflicts including but not limited to: product, order placement, eligibility, standing orders, contract administration, credit requests and returns.
- Provide primary point of contact to the Sales team by immediately speaking to customers transferred as escalations.
- Proactively document and recognize cause and effect trends, identifies and clarifies customer needs, and works toward solutions
- Assist with new employee training as well as ongoing for existing reps as Primary SME.
- Effectively collaborate with internal departments to resolve customer issues, including the sales, credit and distribution center departments.
- Multi-task between several issues at one time.
- High School diploma or equivalent is required, some college preferred.
- Three plus years relevant business experience.
- At least one year of CSD Customer Service escalation support, help desk, application support, and other front end support position experience. Senior or escalated role experience is preferred.
- Advanced PC skills including Microsoft Office suites, SharePoint, Business Objects, Internet, email, and web/ecomm platform support.
- Extensive knowledge of CSD products and services a must.
- Intermediate knowledge of ecommerce platforms, customer facing ordering and windows based applications.
- Experience training and coaching others.
- Excellent phone presentation and communication skills.
- Demonstrated ability to handle challenging customers in a professional manner.
- Willingness to work a flexible task list.
- This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated if they choose to come onsite.
- This role is Flex/WFH which allows most work to be performed at home or on occasion at a Cigna office location. Employees must be fully vaccinated if they choose to come onsite.
Customer Service Lead Rep/CSR 4 Operational Support- Curascript SD - Tallahassee, United States - Evernorth
Evernorth
Tallahassee, United States
4 weeks ago
Description
Customer Service Lead Rep/CSR 4 Operational Support- Curascript SD
Location
Lake Mary, Florida, United States of America
Category
Customer Service & Claims
Posted Date:
02/01/2022
Job Id
JOB DESCRIPTION
The Customer Service Lead Rep/CSR 4 Operations Support is primarily responsible for serving as first level customer escalation resolution to internal and external customers.
ESSENTIAL FUNCTIONS
QUALIFICATIONS
About 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.
*If you require reasonable accommodation in completing the online application process, please email: for support. Do not email for an update on your application or to provide your resume as you will not receive a response.
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