Customer Care Coordinator - Evernorth - Hybrid in Lake Mary, FL

Evernorth Health Services; Florida; Remote; USD 36,000 - 54,000; Full time

Job summary

Evernorth Health Services is seeking a Customer Care Coordinator to be the primary contact for clients, delivering exceptional service via inbound calls and email. This role supports order processing, research, issue resolution, and inquiries while meeting service level expectations and KPIs.

Responsibilities include handling orders, documenting interactions in CRM, and coordinating with internal teams to resolve issues and provide timely updates.

Qualifications

• High School Diploma or equivalent required; higher degrees preferred.
• 2+ years of customer service experience in a contact center, call center, or customer care environment.
• Experience handling high-volume inbound calls and email correspondence.
• Demonstrated ability to meet or exceed performance metrics and KPIs.
• Experience with order entry, order management, and customer account support preferred.

Responsibilities

• Answer inbound calls from clients in a professional, courteous, and efficient manner.
• Process customer orders accurately and within established timelines.
• Research and resolve customer inquiries, order discrepancies, and service-related issues.
• Respond promptly and professionally to email inquiries regarding orders, products, shipments, and account-related questions.
• Maintain accurate documentation of all customer interactions in designated systems.
• Collaborate with internal departments to resolve customer concerns and ensure timely follow-up.
• Monitor order activity and proactively communicate updates to customers.
• Meet or exceed established performance goals and productivity standards.
• Maintain a high level of customer satisfaction while adhering to quality assurance guidelines.
• Support continuous improvement initiatives and contribute to a positive team environment.

Skills

Customer service

Communication skills

Research & problem solving

Time management

Education

High School Diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

CRM systems

Microsoft Office

Job description

The Customer Care Coordinator serves as the primary point of contact for clients and is responsible for delivering exceptional customer service through inbound phone and email interactions. This role supports order processing, research, issue resolution, and customer inquiries while meeting established service level expectations and performance metrics.

Duties & Responsibilities

• Answer inbound calls from clients in a professional, courteous, and efficient manner.
• Process customer orders accurately and within established timelines.
• Research and resolve customer inquiries, order discrepancies, and service-related issues.
• Respond promptly and professionally to email inquiries regarding orders, products, shipments, and account-related questions.
• Maintain accurate documentation of all customer interactions in designated systems.
• Collaborate with internal departments to resolve customer concerns and ensure timely follow-up.
• Monitor order activity and proactively communicate updates to customers.
• Meet or exceed established performance goals and productivity standards.
• Maintain a high level of customer satisfaction while adhering to quality assurance guidelines.
• Support continuous improvement initiatives and contribute to a positive team environment.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• 2+ years of customer service experience in a contact center, call center, or customer care environment.
• Experience handling high-volume inbound calls and email correspondence.
• Demonstrated ability to meet or exceed performance metrics and key performance indicators (KPIs).
• Experience with order entry, order management, and customer account support preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving, research, and analytical skills.
• Proficiency with Microsoft Office applications and customer relationship management (CRM) systems.
• Strong organizational skills and attention to detail.
• Ability to effectively manage multiple priorities in a fast-paced environment.

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 millions of people. Join us in driving growth and improving lives.

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 need a reasonable accommodation to complete the online application process, please email [e-mail] for assistance. Please note that this email inbox is dedicated to accommodation requests only and cannot provide application updates or accept resumes.

The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.

Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.