Experienced Customer Service Consultant – Aetna Answer Team at arenaflex

As a highly skilled and empathetic customer service professional, you have the unique opportunity to join arenaflex's esteemed Aetna Answer Team as a Customer Service Consultant. In this pivotal role, you will serve as a vital point of contact within a client-facing team in a call center environment, delivering exceptional customer service and resolving a wide range of client service requests and issues. Your contributions will play a significant role in enhancing the overall client experience and ensuring that arenaflex continues to deliver on its commitment to human-centric health care.

About arenaflex

arenaflex is a leading innovator in the health care industry, dedicated to transforming the culture of health care delivery, making it more personal, convenient, and affordable for all clients. With a passion for human-centric health care, arenaflex is committed to empowering individuals to take control of their health and well-being. As a member of the arenaflex team, you will be part of a dynamic and collaborative environment that values innovation, creativity, and customer satisfaction.

Key Responsibilities

As a Customer Service Consultant on the Aetna Answer Team, your primary responsibilities will include:

• Responding to client service requests and issues in a call center environment, utilizing your exceptional customer service skills to address and resolve client concerns effectively.
• Delivering first-call resolution for 90-95% of inquiries, accurately identifying, researching, and resolving issues based on initial client communication.
• Providing support for enrollment and billing inquiries, commissions, technical support, and group administration, leveraging your problem-solving skills to address complex issues.
• Demonstrating a strong client-facing orientation, utilizing your technical acumen to develop solutions that meet client needs.
• Collaborating with cross-functional teams to resolve client issues and improve overall client satisfaction.

Requirements

To succeed in this role, you will need to possess:

• A High School Diploma or GED equivalent, with prior call center experience required.
• Strong problem-solving skills, with the ability to analyze complex issues and develop effective solutions.
• Exceptional customer service skills, with a proven track record of delivering high-quality service in a fast-paced environment.
• A strong client-facing orientation, with the ability to develop technical acumen and resolve complex issues.
• Demonstrated experience in process improvement and root-cause analysis methodologies, with a passion for continuous learning and improvement.

Nice-to-Haves

While not required, the following skills and qualifications are highly desirable:

• Experience in health care or a related field, with a strong understanding of health care policies and procedures.
• Proficiency in CRM software, with experience in call center management and analytics.
• Strong communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
• Experience in training and development, with a passion for mentoring and coaching.

Benefits

As a valued member of the arenaflex team, you will enjoy a comprehensive benefits package, including:

• Medical insurance coverage, with options for individual and family plans.
• Dental insurance coverage, with options for individual and family plans.
• Vision insurance coverage, with options for individual and family plans.
• 401(k) retirement savings plan, with company match and vesting schedule.
• Employee Stock Purchase Plan, with options for purchasing arenaflex stock at a discounted rate.
• Fully-paid term life insurance, with options for additional coverage.
• Short-term and long-term disability benefits, with options for additional coverage.
• Well-being programs, including fitness classes, meditation sessions, and mental health resources.
• Education assistance, with options for tuition reimbursement and professional development.
• Free development courses, with options for online and in-person training.
• CVS store discount, with options for shopping and dining discounts.
• Discount programs with participating partners, including restaurants, retailers, and entertainment venues.
• Paid Time Off (PTO), with options for vacation, sick leave, and holidays.
• Paid holidays throughout the calendar year, with options for additional time off.

Career Growth Opportunities

arenaflex is committed to investing in the growth and development of its employees, with opportunities for career advancement and professional development. As a Customer Service Consultant on the Aetna Answer Team, you will have access to:

• Ongoing training and development, with options for online and in-person training.
• Mentorship and coaching, with opportunities for one-on-one guidance and support.
• Cross-functional collaboration, with opportunities to work with diverse stakeholders and teams.
• Career advancement opportunities, with options for promotions and leadership roles.

Work Environment and Company Culture

arenaflex is a dynamic and collaborative environment that values innovation, creativity, and customer satisfaction. As a member of the arenaflex team, you will be part of a fast-paced and results-driven culture that is committed to delivering exceptional customer service and transforming the culture of health care delivery. Our work environment is designed to foster collaboration, creativity, and innovation, with options for flexible work arrangements and work-life balance.

Conclusion

If you are a highly skilled and empathetic customer service professional with a passion for delivering exceptional service and transforming the culture of health care delivery, we encourage you to apply for the Customer Service Consultant role on the Aetna Answer Team at arenaflex. With a comprehensive benefits package, opportunities for career growth and development, and a dynamic and collaborative work environment, arenaflex is the ideal place to launch or advance your career. Apply now and join our team of dedicated professionals who are committed to making a difference in the lives of individuals seeking assistance with their health care needs. Apply for this job