The Cigna Group

Senior Customer Service Representative

The Cigna Group

full-time

Posted on:

Location Type: Hybrid

Location: WORK AT HOME • United States

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Salary

💰 $18 - $27 per hour

Job Level

Senior

About the role

  • Proactively recognizes cause and effect trends and clarifies customer needs
  • Maintains effective relationships with client base to ensure the effective delivery of superior customer service
  • Resolves customer issues through process expertise without escalation
  • Compiles and maintains KPI reports for internal and external clients
  • 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

Requirements

  • 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 resolution
  • Must be a current contractor with Cigna, Express Scripts, or Evernorth.
Benefits
  • Medical, vision, dental, and well-being and behavioral health programs
  • 401(k)
  • Company paid life insurance
  • Tuition reimbursement
  • Minimum of 18 days of paid time off per year
  • Paid holidays
  • Annual bonus plan

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KPI reportingcustomer supportconflict resolutioninventory reconciliationorder placementcontract administrationcredit requestsreturns processingmulti-taskingproficiency in MS Office
Soft skills
attention to detailexcellent written communicationexcellent oral communicationproblem resolutionsense of urgencyrelationship managementprocess expertiseindependencecustomer needs recognitionleadership
Certifications
High School diplomasome college preferred