Works with Cigna customers via the telephone to answer questions and resolve any technical issues with Cigna external facing website products or services.
Assist with Login issues and helping customers retrieve their User IDs and reset their Passwords while ensuring to follow set security standards.
Maintains a high level of customer focus in all interactions.
Attempts to resolve issues at first level within specified timeframe.
Diagnoses customers' technical issues and provides creative solutions and alternatives that meet business needs.
Provides "just-in-time" training to the customer over the phone as needed.
Escalates unresolved issues and service requests to the appropriate technical support group identified in Customer Support Center scripting.
Maintains documentation on incoming calls via ticket tracking system including steps and actions taken to resolve customer issues.
Identifies opportunities for process improvement and problem elimination.
Continually focuses on learning new technologies to support rapidly changing and expanding environment.
Establishes and follows through on individual development plans that enhance team and personal effectiveness.
Qualifications:
1+ years customer service experience, preferably in a call center environment.
Knowledge of MS Office Suite
Knowledge of Windows Operating System
Aptitude for, and interest in, learning new technologies.
Understands customers' issue and demonstrates real concern.
Responds quickly and resolves problems related to technology usage.
Communicates clearly.
Establishes credibility quickly by following up and taking initiative.
Probes and uncovers customers' underlying issues.
Defines problems quickly and resolves majority of issues within specified timeframe.
Can deliver "just-in-time" training over the phone.
Actively shares knowledge and offers assistance to team members.
Identifies and takes initiative to implement improvement opportunities.
Possesses insatiable appetite for learning, continuously pursues new learning that add value to the team's knowledge base.
Must be a current contractor with Cigna, Express Scripts, or Evernorth. Evernorth is a new business within the Cigna Corporation.
About Cigna
Cigna Corporation exists to improve lives. We are a global health service company dedicated to improving the health, well-being and peace of mind of those we serve. Together, with colleagues around the world, we aspire to transform health services, making them more affordable and accessible to millions. Through our unmatched expertise, bold action, fresh ideas and an unwavering commitment to patient-centered care, we are a force of health services innovation. When you work with us, or one of our subsidiaries, you'll enjoy meaningful career experiences that enrich people's lives. What difference will you make?
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.
If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
