Customer Service Representative - Digital Operations - Remote

Customer Service Representative – Remote Department - Digital

 

Cigna Digital Customer Service Representatives serve a wide customer base and are responsible for website troubleshooting, incentive inquiries, registration, and navigation. We seek customer-focused, interpersonal savvy, and empathetic Customer Service Representatives to join our team who are genuinely interested in helping our customers. The Call Center Customer Service Representative represents the company, and our people make all the difference in our success.

  

RESPONSIBILITIES 

• Assist inbound callers with questions about Cigna Healthcare websites.

• Be an advocate for the digital experience making it easy for customers to utilize the digital channels available to them.

• Assist providers, customers, and brokers with web portal registration, login, and navigation assistance.

• Resolve customer issues by taking ownership of the situation and one-call resolution.

• Conduct outbound calls as needed to follow-up on complex inquiries.

• Ability to remain customer-focused while toggling between multiple systems and documenting each customer interaction.

• Collaborate routinely with team members through various channels.

• Attend 100% of training and the first 90 days of employment.

 

QUALIFICATIONS    

• High school diploma or equivalent required.

• 1+ year of customer service experience required. (Call Center experience preferred).

• High speed, hard wired internet connection required. (Wi-Fi and Satellite excluded).

• Intermediate proficiency in Microsoft Office Suite.

• Ability to multi-task while using multiple software applications, including use of dual monitors.

• Strong verbal, written, and oral communication skills.

• A private designated workstation within the home free of any distractions.

• Capability to manage time effectively, and remain organized at all times.

• Ability to learn from past mistakes and accept/apply feedback.

• Ability to recover from set-backs.

• Schedule flexibility:

  • During Training: Training will occur Monday – Friday from 9:00 am – 5:30 pm EST for the first 6 weeks of employment.

  • After Training: We are here 24/7 to support our customers with any questions they may have. Therefore, schedule availability will be based on business needs.

  • Schedules may include:

  • Evenings - (Shift differential of 12% may apply depending on start time.)

  • Weekends - (rotational or permanent) (Shift differential of 6% will apply)

  • Holidays - Most advocates will work 3-4 holidays per year. Holiday premium pay will apply for hours worked.

Why join us:

• Health coverage effective day 1 (including medical, dental, vision)

• Holiday, PTO and OT pay

• 401K with company match

• Tuition reimbursement

• Competitive Pay:

  • For this position, we anticipate offering an hourly rate of 17 - 19 USD / hourly, depending on relevant factors, including experience and geographic location.

  • This role is also anticipated to be eligible to participate in the quarterly Service Incentive 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.

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.

About The Cigna Group

Doing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. 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.