Customer Service Representative (Dental)

The Cigna Group • California, United States • Full-time

$36,920

per year

Remote problem solving Communication Customer service Multitasking Claims Call Center Cigna Empathy Dental Benefits Microsoft Outlook

Job Description

SUMMARY

The Cigna Group is a global Health Service company dedicated to helping people improve their health and vitality. Our Dental team is seeking Customer Service Representatives who are genuinely interested in helping people at some critical points in their lives. As a customer service representative, you will work directly with our customers over the phone by answering any questions regarding benefits and claims. The Call Center Customer Service Representative represents the company, and our people make all the difference in our success.

RESPONSIBILITIES

• Respond to inbound calls from customers, employers and brokers regarding eligibility, benefits, and claims

• An average of 50-70 calls are expected daily

• Take calls back-to-back while toggling through several applications on multiple screens

• Resolve customer complaints through independent problem-solving skills and one-call resolution in a timely manner

• Adhere to company policies and procedures when handling customer requests and concerns

• Understand and strive to meet or exceed call center metrics while providing accurate information to callers with a courteous and professional demeanor

• Ensure customer satisfaction through every interaction by taking the necessary steps to ensure the best possible experience

• Work in a highly customer-focused metric-driven environment

• Availability to attend 100% training and the first 90 days (about 3 months) of employment

• Must be present and engaged as an active participant in training

• Must always have webcam on during training (unless approved to be off by trainer)

QUALIFICATIONS

• High School diploma or equivalent

• 2+ years of customer service experience is required

• A dedicated workspace with no distractions is required

• Ability to perform in a professional, structured environment and adhere to a scheduled shift

• Ability to show empathy and service customers with a courteous and professional demeanor

• Ability to build strong customer relationships and deliver customer centric solutions

• Ability to quickly and effectively identify the root cause of the problem and determine appropriate resolution

• Strong listening skills

• Ability to remain calm and helpful even when dealing with difficult situations

• Strong typing skills, previous computer experience

• Ability to work within and toggle between multiple applications at one time

• Proficiency in Microsoft Outlook

• Strong organization skills, written, and verbal communication skills

• Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience.

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 17.75 - 19 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.

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.

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