Customer Service Representative - Express Scripts - Remote

Cigna Healthcare is a global Health Service company dedicated to helping people improve their health and vitality. They are seeking dedicated and compassionate Customer Service Representatives to assist members, providers, and pharmacies with inquiries related to Pharmacy Benefit Management (PBM). The role involves answering calls, resolving customer complaints, and meeting call center metrics while providing excellent customer service.

Responsibilities:

• 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

Requirements:

• 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 internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload