Aetna Customer Service Rep in Sandy, Utah

Req ID: 42660BR


This Customer Service Representative (CSR) position requires handling incoming complex customer service inquiries and problems via telephone, internet or written correspondence. Customer inquiries are of basic and routine nature.

Fundamental Components:

The CSR is required to navigate the members plan of benefits, Aetna policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines. Identification and resolution of issues, providing education to the customer and assisting as needed within a team environment are important components of the CSR position. Prior customer service experience is a plus. CSRs must possess effective verbal and written communication skills with a focus on proper grammar and the ability to proficiently relay and document information. CSRs must have good listening and problem solving skills. Patience and the ability to consistently project a polite and pleasant attitude are requirements. Strong computer skills with experience in a Windows environment is also necessary. The position requires the CSR to participate in ongoing training and engage in self development. The CSR must be able to work independently, honor commitments to our members and be able to participate in team functions to create a remarkable member experience. First call resolution is a priority within our organization.


*Experience in a production environment.

*Customer Service experiences in a transaction based environment such as a call center or retail location preferred.

*Ability to work flexible hours is required.

*Must be comfortable working in a fast past environment.


The highest level of education desired for candidates in this position is a High School diploma, G.E.D. or equivalent experience.


Functional - Customer Service/Customer service - production environment/1-3 Years

Functional - Customer Service/Customer service - transaction based environment/1-3 Years


Technical - Desktop Tools/Microsoft Outlook/1-3 Years/End User

Technical - Desktop Tools/TE Microsoft Excel/1-3 Years/End User


Demonstrating Service Discipline

Handling Service Challenges


Creating a Differentiated Service Experience

Telework Specifications:

Work at home is only available for current WAH employees if the new positions telework criteria is met. Telework status may change, with advance notice, based on strategic business decisions.


Excellent attendance and punctuality are requirements of the Customer Service Representative (CSR) position. CSRs are assigned 8 hour shifts that may rotate as business needs dictate. CSRs must have the flexibility to work any time during the office hours of 8 a.m. to 6 p.m. To ensure the delivery of exceptional service, CSRs are assigned goals and expectations based on accuracy, efficiency and customer satisfaction.

Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Customer Service