Experienced Customer Service Consultant – Aetna Answer Team at arenaflex

As a highly skilled and customer-focused individual, we invite you to join arenaflex's dynamic team as an Experienced Customer Service Consultant for the Aetna Answer Team. In this pivotal role, you will serve as a vital point of contact within a client-facing team in a call center environment, delivering exceptional customer service and resolving a wide range of client service requests and issues. If you thrive in a fast-paced environment and are passionate about providing high-quality service to clients, this is an exciting opportunity to make a meaningful impact in the lives of individuals seeking assistance with their health care needs.

About arenaflex

arenaflex is a leading health care company dedicated to transforming the culture of health care delivery, making it more personal, convenient, and affordable for all clients. As a valued member of our team, you will be part of a collaborative and dynamic environment that fosters growth, innovation, and excellence. Our commitment to human-centric health care is reflected in our mission to deliver exceptional service and support to our clients, and we are seeking talented individuals like you to join our team.

Key Responsibilities

As an Experienced Customer Service Consultant for the Aetna Answer Team, your primary responsibilities will include:

• Responding to client service requests and issues in a call center environment, utilizing your exceptional customer service skills and strong client-facing orientation to deliver high-quality service.
• Delivering first-call resolution for 90-95% of inquiries, accurately identifying, researching, and resolving issues based on initial client communication, whether through phone calls, letters, or emails.
• Providing support for enrollment and billing inquiries, commissions, technical support, and group administration, leveraging your problem-solving skills to address and resolve client concerns effectively.
• Demonstrating exceptional customer service skills in all interactions with clients, ensuring that their needs are met and exceeded.
• Utilizing problem-solving skills to address and resolve client concerns effectively, developing technical acumen to resolve more complex issues that may arise.

Requirements

To be successful in this role, you will need to possess the following qualifications:

• High School Diploma or GED equivalent required.
• Prior call center experience is required, with a proven track record of delivering exceptional customer service and resolving client concerns effectively.
• Experience in process improvement and root-cause analysis methodologies is preferred, as is the capability to develop technical acumen.
• Strong client-facing orientation is essential, with a demonstrated ability to communicate effectively with clients and resolve issues in a timely and professional manner.
• Demonstrated exceptional customer service skills are required, with a strong focus on delivering high-quality service and support to clients.
• Demonstrated problem-solving skills are necessary, with the ability to analyze complex issues and develop effective solutions.

Nice-to-Haves

While not required, the following qualifications are highly desirable:

• Experience in a health care setting or industry.
• Knowledge of Aetna's products and services.
• Certification in customer service or a related field.

Benefits

As a valued member of our team, you will enjoy a comprehensive benefits package, including:

• 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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our team members. As an Experienced Customer Service Consultant for the Aetna Answer Team, you will have access to a range of learning and development opportunities, including:

• Ongoing training and development programs to enhance your skills and knowledge.
• Opportunities for career advancement and professional growth.
• Collaborative and dynamic work environment that fosters innovation and excellence.
• Recognition and rewards for outstanding performance and contributions.

Work Environment and Company Culture

arenaflex is a dynamic and collaborative work environment that values diversity, inclusion, and employee well-being. Our company culture is built on a foundation of respect, empathy, and open communication, and we are committed to creating a workplace that is inclusive and supportive of all employees.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job