Customer Service Senior Representative

1 month ago


St Louis, Missouri, United States The Cigna Group Full time
The job profile for this position is Customer Service Senior Representative, which is a Band 2 Professional Career Track Role.

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.

Job Description: TAP trainer/ Customer Service Senior Representative

Functions
· Organize virtual/ in person training classes regarding program specific materials related to customer service department procedures and policies.
Identify individual and team skills gaps
Ensure new hires are equip and excel in basic new hire training courses
· Work in various systems to support the operation floor with questions or investigations as needed
· Provide exceptional customer service and responses in a timely and professional manner
· Initiate and/or respond to employees, leaders and peers to enhance/correct services
· Research and correct escalated issues including program exception reports
· Assist leadership in the development and maintenance of training documents, work instructions and SOPs.


· Demonstrate good decision-making skills and problem-solving techniques as well as a strong ability to multitask
Review current customer service processes and collaborate with leadership to decide how existing processes could be improved
Implement new training techniques and apply learning structures to training sessions to maximize the benefit of training sessions for new and existing employees
Work with management to discuss and implement various training methods
Keep a record of who has completed training and when
Organize and conduct refresher training when needed
Strive to improve the companies' level of customer service in line with service delivery agreements and KPIs.
· Attend monthly call quality meetings with quality Partners to be in line with trends, patterns and drivers of overall team quality

QUALIFICATIONS

· High school degree or GED required.

· 2 – 3 years of relevant working experience.

· Ability to obtain and retain Pharmacy Technician License per state guidelines.

· Proficiency with personal computers.

· Excellent written and verbal communication skills.

· Ability and willingness to work a flexible schedule to cover peak times.

· Ability to adapt to a fast-paced environment quickly.

· Ability to adapt to new situations that may arise due to program changes.

· Ability to learn quickly, maintain accurate information, and made decisions with minimal supervision.


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.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.



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