Customer Service Representative

4062 Aetna Resources, LLC; Hartford (CT); On-site; USD 23,000 - 43,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

CVS Health in Hartford, CT is seeking a Customer Service Representative to assist customers including members, employers, and healthcare providers. You will educate customers about benefits and claims, resolve inquiries, and guide them to helpful resources to improve health and well-being.

Join a team that values empathy, accountability and safety, with AI-enabled tools to support training and service. This full-time role offers comprehensive benefits and growth opportunities within a trusted

Qualifications

• 6+ months of customer service experience.
• Must be able to commute to Hartford office.
• Strong communication and empathy with customers.

Responsibilities

• Actively listen and advocate for customers and their needs.
• Resolve inquiries and issues efficiently while documenting interactions.
• Educate customers about available resources and navigate their options.
• Anticipate customer needs and provide proactive solutions.
• Collaborate with team members and other departments to resolve service issues.
• Document all customer correspondence and protect patient information.
• Utilize AI-enabled tools during training and servicing to improve efficiency.
• Follow CVS/Aetna policies and code of conduct.

Skills

Empathy

Communication

Problem Solving

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

We’re building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Position Summary: We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, and doctors, hospitals, and other healthcare providers. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.

Key Responsibilities:

• Actively listen and be an advocate for customers, understand their needs and provide guidance and support
• Resolve customer inquiries and issues efficiently while documenting all interactions.
• Educate customers about available resources and assist them in navigating their options.
• Anticipate customer needs and provide proactive solutions to enhance satisfaction.
• Collaborate with team members and other departments to address service issues and improve outcomes.
• Document all customer correspondence and maintain confidential records of patient information.
• Utilize AI-enabled tools during training and servicing to improve efficiency, support problem‑solving, and enhance customer experience.
• Follow policies, procedures, and the CVS/Aetna Code of Conduct.

Your performance will be measured by:

• Customer satisfaction with the service you provide.
• Demonstrating CVS/Aetna’s Values in Action behaviors include caring, being accountable, innovating with purpose, and prioritizing safety and quality.
• Your ability to resolve customer issues the first time they call.
• Service with Heart Quality and accuracy of interactions and empathy with customers.
• Reporting to work and adhering to your assigned schedule.

Our Leadership and Welcome Teams will help you succeed by providing:

• New colleague orientation to learn about our company and your role.
• Engaging and comprehensive training ranging from 4 to 18 weeks depending on the customers supported.
• A supportive and inclusive culture that will allow for continuous learning and growth.
• Ongoing coaching and mentoring support.
• Equipment and resources needed to complete assigned work.

Key Competencies and Behavioral Requirements:

• Demonstrated empathy and effective communication skills.
• Respectful and kind demeanor in all communications while being an advocate for our customers
• Strong problem‑solving and decision‑making abilities.
• Ability to manage multiple resources and tasks in a fast‑paced environment.

Required Qualifications:

• 6+ months of customer service experience Basic computer skills Must be able to commute to Hartford office

Preferred Qualifications:

• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role
• 1+ years of claims, provider, dental, medical or other related healthcare experience Microsoft office experience preferred

Education:

High School Diploma, GED, or equivalent experience.

You must have:

• Adherence to workplace model and potential telework agreements.
• High-speed internet (100 Mbps download | 25 Mbps upload) access with a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, and WiFi are not permitted.
• Willingness to leverage technology and AI as key support tools.
• Willingness to work specific hours with flexibility.

Anticipated Weekly Hours 40 Time Type Full time Pay Range

Pay Range

Pay Range The typical pay range for this role is: $17.00 - $31.30 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 09/25/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.