Customer Service Representative - Remote

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply!

Our people make all the difference in our success.

Do you consider yourself to be very tech savvy? Are you proficient with website navigation? Are you an active listener who is able to use effective probing questions to get to the heart of an issue and identify the best path to resolution? Can you demonstrate empathy, patience, and kindness to customers experiencing issues using websites and customer portals? Are you an expert multi-tasker, able to use multiple source systems to conduct research? Are you able to effectively communicate the next steps, turnaround times, and follow up expectations to build and maintain customer trust? If so, this may be the job or you! Be a part of something greater than yourself in a role that makes you feel like you are making an impact every single day!

Alright, let's do thisFirst things first, we're a global health service company dedicated to helping people improve their health, well-being and sense of security. But we don't just care about your well-being, we care about your career health too. That's why when you work with us, you can count on a different kind of career - you'll make a difference, learn a ton, and change the way people think about health insurance.

Digital Customer Advocates Serve a wide customer base including members, brokers, and providers to assist with website troubleshooting, incentive inquiries, registration, and navigation.

Here's a little more about what you'll do:

• Assist inbound callers with questions about Cigna's websites.

• Be an advocate for the digital experience, making it easy for customers to use various digital channels to access their plan benefits, view claim status, refill prescriptions, and access resources to support their whole-person health.
• Assist providers with web portal access, conduct website access manager validation, and support questions around provider portal navigation, login, and issue resolution.
• Make it easy for customers to work with us. Take ownership of their issues and do your best to resolve them over the phone the first time, every time.
• Conduct outbound calls as needed to follow up on more complex customer inquiries that require extensive research or engagement with our technical team to assist with resolution.
• Complete accurate documentation of all customer interactions in real-time to complete a record of each call.
• Collaborate remotely with team members via virtual communication channels such as email, chat, and video conferencing.

• Enjoy regular development opportunities and mentorship as you train with the best team in the industry. We offer extensive, hands-on training and guided on-the-job training to ensure you're successful here (and enjoy your job too!)

What you need to do the job:

• High School Diploma or equivalent required, Associates or Bachelor's degree preferred.
• 1+ years of customer service experience analyzing and solving customer problems required; Prior experience successfully working remotely from home preferred.
• Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently using multiple software applications. Ability to quickly learn and apply knowledge of new computer applications as needed to optimize customer experience outcomes.
• Knowledge of Medical Terminology a PLUS
• Excellent written and oral communication skills
• Exceptional organizational and time-management focus
• Ability to adhere to Cigna's Work at Home Guidelines including:
  • A designated, private workspace to protect the privacy of our customers.
  • Local high speed internet connection of greater than 10 Mbps download and 5 Mbps upload speed.
    • If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
    • Excludes: Wifi and Satellite services (must be able to hardwire connect to a modem via ethernet cable).

• Schedule flexibility:
  • During Training: Training will occur Monday - Friday from 9:00 am - 5:30 pm EST for the first 6 weeks of employment.
  • After Training: We are here 24/7 to support our customers with any questions they may have. Therefore, schedule availability will be based on business needs.
  • Schedules may include:
  • Evenings - (Shift differential of 12% may apply depending on start time.)
  • Weekends - (rotational or permanent) (Shift differential of 6% will apply)
  • Holidays - Most advocates will work 3-4 holidays per year. Holiday premium pay will apply for hours worked.

Why join us:

• Health coverage effective day 1 (including medical, dental, vision)
• Holiday, PTO and OT pay
• 401K with company match
• Tuition reimbursement
• Competitive Pay:
  • For this position, we anticipate offering an hourly rate of 17 - 21 USD / hourly, depending on relevant factors, including experience and geographic location.
  • This role is also anticipated to be eligible to participate in the quarterly Service Incentive Bonus Plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at 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.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

From

If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.

For this position, we anticipate offering an hourly rate of 17 - 22 USD / hourly, depending on relevant factors, including experience and geographic location.

This role is also anticipated to be eligible to participate in an annual bonus plan.

We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we're dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.

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: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.