Customer Service Representative-Operations
Core
Support field sales agents and customer teams with Aetna health products, sales inquiries, and self-service tools for the senior market.
Role type
Customer Service Representative (Sales Support)
Builds
Agent support capabilities and sales enablement for the Medicare health market
Domain
Health Insurance / Senior Care
Deliverable
client delivery
Required skills
Knowledge of Aetna health products for seniors, sales inquiry guidance, software application management, process documentation, relationship building with sales/broker communities, website navigation instruction, sales order completion, cross-functional consultation, technical/subject matter expertise on policies and systems
Preferred skills
Training and mentoring employees, anticipating agent needs, problem solving, decision-making
Technologies
Various software applications, agent support website
Responsibilities
Handle customer service inquiries via telephone, internet, or written correspondence; guide members on Aetna plans and resources; manage software applications while taking calls; cultivate relationships with field sales and broker communities; instruct customers on agent support website usage; complete sales orders and material requests; assist supervisors with team support; consult cross-functionally to promote service quality; document and track client contacts and outcomes
Seniority
Individual Contributor, 1-3 years experience