Are you passionate about delivering exceptional customer service and making a meaningful impact in the lives of individuals seeking assistance with their health care needs? Do you thrive in a fast-paced environment and are eager to develop your technical acumen to resolve complex issues? If so, we invite you to join the arenaflex team as an Experienced Customer Service Consultant on the Aetna Answer Team.
**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. Our mission is to empower individuals to take control of their health care needs, and we're committed to delivering human-centric health care solutions that meet the unique needs of each client. As a member of our team, you'll be part of a dynamic and collaborative environment that values innovation, teamwork, and customer satisfaction.
**Job Summary**
As an Experienced Customer Service Consultant on the Aetna Answer Team, you'll 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. You'll be expected to demonstrate exceptional customer service skills, a strong client-facing orientation, and the ability to develop technical acumen to resolve complex issues.
**Responsibilities**
* Respond to client service requests and issues in a call center environment, utilizing your problem-solving skills to address and resolve client concerns effectively.
* Deliver first-call resolution for 90-95% of inquiries, accurately identifying, researching, and resolving issues based on initial client communication.
* Provide support for enrollment and billing inquiries, commissions, technical support, and group administration, leveraging your technical acumen to resolve complex issues.
* Demonstrate exceptional customer service skills in all interactions with clients, ensuring a positive and personalized experience.
* Utilize problem-solving skills to address and resolve client concerns effectively, escalating complex issues to senior team members as needed.
**Requirements**
* 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 complex issues.
* Experience in process improvement and root-cause analysis methodologies is preferred, as is the ability to develop technical acumen.
* Strong client-facing orientation is essential, with a demonstrated ability to build rapport with clients and resolve issues effectively.
* Demonstrated exceptional customer service skills are required, with a focus on delivering a positive and personalized experience.
* Demonstrated problem-solving skills are necessary, with the ability to analyze complex issues and develop effective solutions.
**Nice-to-Haves**
* Experience in health care or a related field is a plus, as is familiarity with Aetna's products and services.
* Certification in customer service or a related field is also a plus, as is experience with call center software and technology.
**Benefits**
As an Experienced Customer Service Consultant on the Aetna Answer Team at arenaflex, you'll enjoy a comprehensive benefits package that includes:
* 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're committed to helping our team members grow and develop their careers. As an Experienced Customer Service Consultant on the Aetna Answer Team, you'll have access to a range of learning and development opportunities, including:
* On-the-job training and coaching
* Formal training programs and workshops
* Mentorship and career development opportunities
* Access to industry-leading tools and technology
* Opportunities for advancement and career growth
**Work Environment and Company Culture**
arenaflex is a dynamic and collaborative environment that values innovation, teamwork, and customer satisfaction. As an Experienced Customer Service Consultant on the Aetna Answer Team, you'll be part of a team that is dedicated to delivering human-centric health care solutions that meet the unique needs of each client. Our work environment is fast-paced and challenging, but also rewarding and fulfilling.
**Conclusion**
If you're passionate about delivering exceptional customer service and making a meaningful impact in the lives of individuals seeking assistance with their health care needs, we invite you to join the arenaflex team as an Experienced Customer Service Consultant on the Aetna Answer Team. Apply now to take the first step in your career journey and join a team that is dedicated to transforming the culture of health care delivery.
Apply for this job