Customer Service Senior Representative - CuraScript SD - Hybrid/Memphis, TN

Must be a current employee or contractor with The Cigna Group, Evernorth Health Services or one of their subsidiaries.

A Customer Service Senior Representative is responsible for performing a variety of advanced, complex customer service functions to a single or multiple client bases.

This individual proactively recognizes cause and effect trends, identifies and clarifies customer needs, and works toward solutions.

Maintains effective relationships with client base to ensure the effective delivery of superior customer service.

Is able to resolve customer issues through process expertise without having to escalate to higher levels of Management but also understands when higher level of authorization is required.

Responsible for compiling and maintaining KPI reports for internal and external clients.

Essential Functions:


* Independently resolves escalated, complex customer conflicts including but not limited to: product, order placement, standing orders, contract administration, credit requests and returns.


* Single Point of Contact for program to include KPI's for internal team and external client.


* Serve as SME for assigned special/strategic program(s)


* Inventory Reconciliation; process returns within RGA policy guidelines


* May work with freight carriers for courier and LTL (Less-than-Truck) issues


* Other duties as assigned (may extend to other client base as needed)

Qualifications:


* High School diploma; college, preferred


* 3+ years experience in a customer support or call center environment (preferably in a lead-type role)


* Proficiency in MS Office (Word, Excel & Outlook)


* Knowledge of Turning Point is highly desirable


* Strong attention to detail


* Ability to multi-task


* Excellent written and oral communication skills


* Demonstrates expertise and competence within Customer Support role


* Demonstrates knowledge of broader CuraScript customer services organization and impact on customer


* Demonstrates basic knowledge of industry policies and regulations


* Demonstrates ability to navigate and use multiple computer systems simultaneously while maintaining customer contact


* Possesses a sense of urgency for problem resolution and knows where to go for that that resolution


* This is a hybrid role and will likely require the ability to work in-person.


* Must be a current contractor with Cigna, Express Scripts, or Evernorth.

If you will be working at home occasionally or permanently, 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.

About Evernorth Health Services

Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality.

We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to million...