Customer Support Associate, Email/SMS and Influencer Outreach
Pomelo
Senior Analyst, Customer Service
The Cigna Group
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $55,300 - $92,100 per year
Job Level
Senior
About the role
- Provide support to CSC Leadership team with daily process and procedural tasks
- Handle escalated or complex inquiries from clients related to member specific pharmacy benefits
- Research and resolve inquiries within CSC performance guidelines
- Educate clients on their benefit design to enable better member assistance
- Document inquiries and resolutions in a centralized database
- Identify repetitive issues/questions and recommend process or procedural changes
- Assist supervisor with work distribution and work plan development for team goals
- Escalate issues as necessary
- Provide client support in the areas of service, maintenance and penetration
- Coordinate with account manager and keep them informed of account status and opportunities
- Make on-site presentations to clients as needed
- Apply standard techniques and procedures to routine specialist tasks and create initial reports/analyses
- Provide guidance, coaching, and direction to more junior team members
- Monitor daily phone & email volumes and handle inbound client calls and written correspondence
- Make independent judgments to respond to complex or critical customer issues
- Collaborate with other departments to research and resolve issues
- Assist with Claims Adjustment Processes
- Serve as SME for internal process/procedure inquiries
- Responsible for new hire training, ongoing process update training, and maintaining training material
- Identify, document, and report repetitive questions/problems and recommend solutions
- Perform other projects and tasks as assigned
Requirements
- High school diploma or equivalent
- 4 years (or more) experience in a customer service setting
- 2 years in Client Service Center
- RTL experience is a plus
- Knowledge of ESI products and services
- Proficient knowledge of ESD
- Knowledge of Client Service Center products and services
- Excellent phone presentation skills, verbal, and written communication skills
- Demonstrated ability to handle challenging customers in a professional manner
- Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
- General PC knowledge including Microsoft Office, Internet, and email
- Detailed knowledge of ESI’s call center systems
- Some knowledge of advanced Excel functions highly preferred
- Willingness to work a flexible schedule for peak call times (Shift: Monday - Friday, 11:30 AM – 8:00 PM EST)
- Ability to multi-task
- Bilingual (Spanish) is a plus
- Home internet: cable broadband or fiber with at least 10Mbps download/5Mbps upload
Benefits
- Annual bonus plan eligibility
- Medical insurance starting day one
- Vision insurance
- Dental insurance
- Well-being and behavioral health programs
- 401(k) with company match
- Company paid life insurance
- Tuition reimbursement
- Minimum of 18 days paid time off per year
- Paid holidays
- Remote work / work at home
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceclient service center experienceESI products and services knowledgeESD knowledgeadvanced Excel functionsclaims adjustment processesproblem solvingreporting and analysistraining material developmentbilingual (Spanish)
Soft skills
excellent phone presentation skillsverbal communication skillswritten communication skillsability to handle challenging customersadaptabilitydecision makingmulti-taskingcoachingcollaborationindependent judgment
