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Job Title: Client Services Specialist II
Job ID:CVSJP00104699
Job Location- 1021 Reams Fleming Blvd. Franklin TN 37064
Duration: 6+ Months (Potential for Extension)
Pay Rate: $16.78/HR on W2
Schedule: Monday through Friday 8:00 AM – 5:00 PM CT
Onsite required 3 days per week
Flexible regarding which days are onsite
Position Summary
As a Customer Service Representative, you play a vital role in shaping the agent experience and serving as a trusted resource for Aetna products and services. You will assist agents through phone, email, internet, and written correspondence, addressing questions, resolving issues, and providing guidance tailored to their individual needs.
In this role, you will engage, educate, and support agents by helping them navigate Aetna plans, tools, and resources while delivering exceptional service experiences. Calls and inquiries are often complex and may require critical thinking, problem-solving, and flexibility beyond standard procedures to meet agents' unique needs effectively.
You will serve as a primary point of contact for field sales teams and customers, providing product knowledge and agent service support that contributes to agent success in the Medicare market. This position offers the opportunity to build strong relationships, support sales growth, and collaborate with a team that values learning, development, and service excellence.
Our department is known for its positive culture, commitment to growth, and supportive team environment. If you are customer-focused, eager to learn, possess a strong work ethic, and enjoy helping others succeed, we encourage you to join our team and make a meaningful impact.
Key Responsibilities
Develop and maintain expertise in Aetna's Medicare and senior market products to effectively support agents and customers.Provide guidance and support on sales-related inquiries, helping agents navigate products, processes, and opportunities.Utilize multiple software applications simultaneously to manage agent interactions, document activities, and ensure accurate recordkeeping.Build and maintain strong, collaborative relationships with field sales representatives, brokers, consultants, and customer support teams.Assist agents in navigating and utilizing agent support tools, websites, and self-service resources to enhance their experience and efficiency.Process sales orders, fulfillment requests, and marketing material requests accurately and efficiently.Support the onboarding, training, and mentoring of new and existing team members as needed.Partner with supervisors and managers to provide operational support and contribute to team success.Collaborate with cross-functional departments to identify opportunities for process improvements and drive positive changes that enhance service delivery.Proactively identify agent needs and educate agents on available tools, resources, programs, and self-service capabilities designed to improve their overall experience.Serve as a subject matter expert by providing guidance on policies, procedures, systems, and department processes.Accurately document, track, and follow up on agent interactions, inquiries, and resolutions using established systems and processes to ensure a seamless service experience.Required Qualifications
Customer Service - 1-3 Years of Experiences
Strong Analytical Skills
Basic computer skills
Insurance Knowledge – Plus
Critical Thinking
Multi-Tasking
Written and verbal communication are necessary skills.
Physical Demands
May sit, stand, stoop, bend, and walk intermittently throughout the day.
Ability to sit or stand for 7 to 10 hours per day.
May be required to work extended hours when business needs dictate.
Finger dexterity sufficient to operate office equipment.
Ability to occasionally lift up to 25 pounds.
Visual acuity required for reading fine print and detailed information.
Specific vision abilities include:
Close vision
Color vision
Ability to adjust focus
Must be able to hear normal conversational voice levels.
Work Environment
Climate-controlled office environment.
Smoke-free workplace.
Environment characteristics are representative of those encountered while performing the essential functions of the position.
Pre-Screen Questions
Attach Responses at the Top of the Resume
1. Insurance Experience
Which insurance types have you directly worked with?
Examples:
Commercial
PBM
Medicare Parts A, B, C, and D
LIS (Low-Income Subsidy)
Specialty Pharmacy
Please list each type and briefly describe your experience.
2. Phone-Based Customer Service Experience
How many years of phone-based customer service experience do you have?
Please include the types of calls handled, such as:
Inbound calls
Outbound calls
Case support
Benefit questions
Prior authorizations
Appeals
Patient or provider support
3. Systems & Software Experience
What systems or software have you used for benefit verification or case documentation?
Examples:
Salesforce
CRM tools
Case management platforms
NaviNet
Payer portals
Pharmacy management systems
4. Multitasking & Documentation Experience
Do you have experience managing multiple cases or tasks simultaneously while maintaining accurate documentation?
If yes, please provide a brief example describing:
The volume of work managed
How you prioritized tasks
How you ensured documentation accuracy and compliance.
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