Customer Support Specialist

5 days ago

Kirkland, United States Cigna Full time
Job Objective:

Support the account manager team and their pharmacy partners with a broad range of customer service tasks. Routinely respond to direct customer inquiries, monitor data, and make updates in Verity's software platform. Participate in large-scale projects and department initiatives.

Duties and Responsibilities:

  • Coordinate the completion and logging of system access forms and agreements. Collaborate with the Verity legal team, as appropriate.
  • Create new user profiles in Verity's software, update existing profiles, assist with password re-sets and log-in troubleshooting.
  • Consistently monitor program data flow. Proactively investigate and seek support with questions and anomalies; using all resources to evaluate and develop action plans for resolution.
  • Make changes to customer settings in Verity's software as part of large-scale team projects or as specifically assigned.
  • Prepare and deliver to pharmacy partners ad hoc reports requested in preparation for customer presentations.
  • Update assigned internal wiki pages to reflect current team processes.
  • Support the pharmacy account management team with additional customer service tasks, as assigned. Respond timely and completely to customer communication, ensuring all service level standards are achieved.
  • Manage requests from multiple team members, prioritize based on urgency and impact. Use sound judgment to determine when to escalate issues and to whom to ensure the highest quality resolution.
  • Adapt to the processes and needs unique to each account manager group within the team.
  • Comfortably use a range of technology platforms, based on the task at hand. Those may include Jira, Confluence, Asana, Salesforce, Sharepoint.
  • Utilize all educational and training resources available to maintain knowledge of features and functions of the software. Take personal accountability for recognizing areas of development with supervisor.
  • Cultivate customer relationships and use customer feedback to listen and hear the story, pulling out the actionable insights needed for product or service improvements.
  • Support and promote the Verity Solutions values through positive interactions with both internal and external stakeholders on a regular basis.


Experience, Skills and Qualifications:
  • BA or BS in Business or related field or equivalent work experience.
  • 1+ years in a customer support, technical support or SaaS account management position.
  • Superior interpersonal skills, demonstrating a passion for being helpful and empathetic while using effective troubleshooting techniques for software-oriented problems.
  • Excellent written and verbal communication skills with customers and internal colleagues under stressful situations with scheduling limitations and conflicts.
  • Aptitude to analyze data issues and troubleshoot problems with customer data.
  • Strong experience and comfort level with MS office products, especially Excel.
  • Experience using a CRM toolset, preferably SalesForce.com
  • Ability to professionally and calmly communicate in both written and verbal forms with all levels of customer staff and management.
  • Ability to be a self-starter, including strong multi-tasking capability, track record of managing multiple priorities and details in a fast- paced environment.
  • Passion for working with customers, proactive problem-solving, and embodying a culture to exceed expectations.
  • Experience working in a goal oriented, delivery focused, and dynamic environment.
  • Experience in a hospital or pharmacy environment a plus.


Working Conditions
The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Occasional corporate travel (up to 15%) to remote offices, business meetings, events and customer facilities may be required.

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 27 - 41 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 Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. 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: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com 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.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

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