The Senior Customer Service Associate is responsible for providing a high level of customer service, quality, and accuracy by taking inbound calls from our customers. Senior Customer Service Associates answer a variety of customer inquiries pertaining to home delivery pharmacy products as well as Specialty Medications.
Maintains call center performance metrics including Average Handle Time, After Call Work, Quality and Scheduled Adherence.
Promote company by providing superior customer service and inviting referrals
Actively listens to customers, probes for clarification, and provides consultative guidance based upon customers individual health needs.
Majority of the day will be sitting at desk taking inbound calls.
High school diploma or equivalent required
Ability to handle a large volume of calls
Two to five years of customer service experience in any industry.
Excellent communication skills
Position requires excellent interpersonal skills, ability to understand and interpret policy provisions
Demonstrate strong data entry and typing skills with proficiency in the use of a PC including ability to use a mouse and keyboard interchangeably
Ability to use telephone equipment, including headset
Communicates information in a tactful and positive manner at all times
Ability to understand complex oral and written directions as well as technical information
With a significant position in the US health insurance market, CIGNA covers some 11.5 million Americans with its various medical plans. The...