Answer inbound calls from members, providers, and pharmacies with questions about Pharmacy Benefit Management (PBM) benefits and mail-order pharmacies.
An average of 70-80 calls are expected daily.
Take calls back-to-back while toggling through several applications on multiple screens.
Attend 100% of trainings, and the first 90 days of employment.
Regular and predictable attendance.
Resolve customer complaints through independent problem-solving skills and one-call resolution.
Understand and strive to meet or exceed call center metrics while providing excellent consistent customer service.

High School diploma or equivalent
1 year of call center experience is required
A dedicated workspace with no distractions is required
Intermediate proficiency in Microsoft Outlook
Strong organization skills, written, and verbal communication skills
Ability to remain calm and helpful even when dealing with difficult situations
Foster teamwork and partnership with cross-functional departments to resolve issues and improve customer experience
Computer literacy and ability to manage multiple applications simultaneously.

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.

Customer Service Representative

Key skills