Client Services Specialist II

Agent Services Call Center Representative

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.

Top 3 Required Skills
1. Communication and Interpersonal Skills
Ability to read, understand, and interpret instructions, correspondence, and other business communications.
Strong verbal and written communication skills with the ability to effectively present information to customers, agents, and colleagues in both one-on-one and small group settings.
Capable of building positive relationships while delivering professional, courteous, and customer-focused service.

2. Customer Service, Problem Solving, and Decision Making
Skilled in managing inbound and outbound interactions while providing exceptional support and service.
Ability to assess situations, identify solutions, and make sound decisions in a timely manner.
Provides education, guidance, issue resolution, and support to agents, customers, and internal partners.
Demonstrates a strong commitment to meeting customer needs and creating positive service experiences.

3. Organization, Multitasking, and Technical Proficiency
Effectively manages multiple tasks, priorities, and cases in a fast-paced environment.
Maintains accurate and detailed documentation of customer interactions and case activities.
Proficient in navigating multiple software applications and systems simultaneously.
Strong attention to detail and organizational skills, ensuring accuracy, efficiency, and follow-through on all work activities.

Work Schedule & Location
Location: Onsite @ Franklin 1021 Reams Fleming (Office) (TN3004)

Work Arrangement:
Onsite required 3 days per week
Flexible regarding which days are onsite

Schedule:
Monday through Friday
8:00 AM 5:00 PM CT

Safety Sensitive Position: Yes

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…