Customer Service Representative-SME – Evernorth – Remote

Cigna Healthcare, through its division Evernorth, is dedicated to creating innovative health solutions. The Customer Service Representative – Subject Matter Expert role involves providing administrative and customer service support, handling inquiries related to orders and pricing, and ensuring a high level of customer satisfaction.

Responsibilities:

• Receive and process requests for orders, quotes, returns, and pricing via mail and phone
• Answer incoming calls and resolve customer issues ranging from simple to moderately complex
• Conduct research to resolve inquiries and apply policies to determine appropriate responses
• Route emails and supporting documentation to appropriate departments for final processing
• Triage during lunches and time off when co-workers are out, mailbox duties
• Perform routine data entry, sort incoming requests, and maintain organized filing systems
• Respond independently to routine grievances and complaints, escalating as needed
• Follow clearly defined procedures under close supervision, with tasks allocated daily
• Understand and apply basic instructions and procedures consistently

Requirements:

• Strong interpersonal and communication skills
• Ability to interpret and apply company policies effectively
• Solid understanding of customer service principles and business operations
• Comfortable working in a structured, supervised environment with clear task direction
• Must be friendly, confident in disposition, have a passion for talking on the phone, inquisitive and helpful nature, and a natural sense of curiosity