Experienced Customer Service Consultant – Aetna Answer Team at arenaflex

Join arenaflex, a leading healthcare company, as a Customer Service Consultant for the Aetna Answer Team. This role offers a unique opportunity to be part of a collaborative team that is dedicated to transforming the culture of healthcare delivery, making it more personal, convenient, and affordable for all clients. As a key member of our team, you will play a vital role in enhancing the overall client experience and ensuring that arenaflex continues to deliver on its commitment to human-centric healthcare.

About arenaflex

arenaflex is a dynamic and innovative company that is revolutionizing the healthcare industry. With a strong focus on customer-centricity, arenaflex is committed to delivering high-quality services that meet the evolving needs of its clients. Our team is passionate about making a difference in the lives of individuals seeking assistance with their healthcare needs, and we are looking for talented individuals like you to join our mission.

The Role

As a Customer Service Consultant for the Aetna Answer Team at arenaflex, you will serve as a vital point of contact within a client-facing team in a call center environment. Your primary responsibility will be to respond to a variety of client service requests and issues, which may include enrollment and billing inquiries, commissions, technical support, group administration, and other routine customer service inquiries. The role emphasizes delivering first-call resolution for 90-95% of inquiries, which requires accurately identifying, researching, and resolving issues based on the initial communication from the client, whether it be through phone calls, letters, or emails.

Responsibilities

• Respond to client service requests and issues in a call center environment.

• Deliver first-call resolution for 90-95% of inquiries.
• Accurately identify, research, and resolve issues based on initial client communication.
• Provide support for enrollment and billing inquiries, commissions, technical support, and group administration.
• Demonstrate exceptional customer service skills in all interactions with clients.
• Utilize problem-solving skills to address and resolve client concerns effectively.
• Develop technical acumen to resolve more complex issues that may arise.
• Collaborate with team members to achieve shared goals and objectives.
• Participate in ongoing training and development to enhance skills and knowledge.

Requirements

• High School Diploma or GED equivalent required.

• Prior call center experience is required.
• Experience in process improvement and root-cause analysis methodologies preferred.
• Capability to develop technical acumen is necessary.
• Strong client-facing orientation is essential.
• Demonstrated exceptional customer service skills are required.
• Demonstrated problem-solving skills are necessary.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong communication and interpersonal skills.
• Ability to work effectively in a team environment.

Nice-to-Haves

• Experience in healthcare or a related field.

• Certification in customer service or a related field.
• Experience with CRM software or other customer service tools.
• Bilingual or multilingual skills.

Benefits

• Medical insurance coverage

• Dental insurance coverage
• Vision insurance coverage
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO)
• Paid holidays throughout the calendar year

Why Join arenaflex?

• Opportunity to work for a leading healthcare company that is dedicated to transforming the culture of healthcare delivery.

• Collaborative team environment that values innovation, creativity, and customer-centricity.
• Ongoing training and development opportunities to enhance skills and knowledge.
• Competitive salary and comprehensive benefits package.
• Opportunity to make a difference in the lives of individuals seeking assistance with their healthcare needs.

How to Apply

If you believe you have what it takes to join our team, submit your application without delay. We are keen to hear from talented candidates like you. Apply for this job