Experienced Full-Time Remote Customer Service Consultant - Aetna Answer Team Representative at blithequark

Welcome to blithequark: Where Compassion Meets Innovation

At blithequark, we are driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle inspires our commitment to delivering enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver. As a leader in the health care industry, blithequark is dedicated to transforming the way we approach health and wellness, and we invite you to join us on this journey.

Our Heart At Work Behaviors

Our Heart At Work Behaviors support our purpose and empower every team member to play a vital role in transforming our culture and accelerating our ability to innovate and deliver solutions. We believe that by working together, we can make health care more personal, convenient, and affordable for everyone. If you share our passion for delivering exceptional customer service and are committed to making a positive impact, we encourage you to apply for our Customer Service Consultant position.

Job Summary

We are seeking an experienced and compassionate Customer Service Consultant to join our Aetna Answer Team. As a single point of contact on a client-facing team in a call center environment, you will respond to client service requests and issues, including enrollment and billing, commissions, technical support, install/group administration, and all other routine customer service inquiries. Your goal will be to deliver first-call resolution for 90-95% of inquiries by accurately identifying, researching, and resolving issues based on the initial phone call/letter/email from the client.

Key Responsibilities

• Respond to client service requests and issues via phone, email, or letter, providing timely and effective solutions to ensure customer satisfaction
• Develop and maintain a deep understanding of our products and services to provide accurate and informative responses to customer inquiries
• Utilize process improvement and root-cause analysis methodologies to identify and resolve issues efficiently
• Collaborate with internal teams to resolve complex issues and ensure seamless customer experiences
• Consistently demonstrate exceptional customer service skills, including active listening, empathy, and problem-solving
• Meet or exceed performance metrics, including first-call resolution, customer satisfaction, and quality standards

Requirements and Qualifications

To be successful in this role, you will need:

• Prior experience in a call center environment, with a strong focus on customer service
• Ability to work from home with a reliable internet connection and a dedicated workspace
• Experience with process improvement and root-cause analysis methodologies (preferred)
• Capability to develop technical acumen and stay up-to-date with our products and services
• Strong client-facing orientation and exceptional customer service skills
• Demonstrated problem-solving skills and ability to think critically
• High School Diploma or GED equivalent required

What We Offer

In addition to a competitive salary, blithequark offers a comprehensive benefits package, including:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan and Employee Stock Purchase Plan
• Fully-paid term life insurance plan and short-term and long-term disability benefits
• Well-being programs, education assistance, and free development courses
• CVS store discount and discount programs with participating partners
• Paid Time Off (PTO) or vacation pay and paid holidays throughout the calendar year

Career Growth and Development

At blithequark, we are committed to helping our team members grow and develop in their careers. We offer a range of training and development programs, including:

• Onboarding and orientation programs to ensure a smooth transition into your new role
• Ongoing training and coaching to help you develop your skills and knowledge
• Opportunities for advancement and career progression within the company
• A supportive and collaborative work environment that encourages innovation and creativity

Our Culture and Values

At blithequark, we value diversity, equity, and inclusion, and we are committed to creating a workplace culture that is welcoming and inclusive for all. We believe that our differences are what make us stronger, and we encourage our team members to bring their unique perspectives and experiences to the table. If you share our values and are passionate about delivering exceptional customer service, we invite you to join our team.

How to Apply

If you are a motivated and compassionate individual who is committed to delivering exceptional customer service, we encourage you to apply for our Customer Service Consultant position. Please submit your application, including your resume and a cover letter, and we will be in touch with you soon.

Equal Opportunity Employer

blithequark is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Join Our Team Today!

Don't hesitate to apply if you don't meet every single requirement. We value a great attitude and a willingness to learn above all. Submit your application today and take the first step towards a rewarding and challenging career with blithequark!