Aetna Senior Customer Service Representative in Tucson, Arizona

Req ID: 48879BR


The Coventry Connect Support Team is seeking a Senior Customer Service Representative to support client and user configuration, client data management, special projects and user education. This role supports clients problems via telephone, web chat or email correspondence. Requests are typically user administration, but some are non-routine and may require deviation from standard screens, scripts, and procedures. Act as a subject matter expert by providing training, coaching, or responding to complex issues.

Fundamental Components:

Responsible for client and user configuration in the Coventry Connect and related applications supporting all Coventry Workers Compensation Services (CWCS) product lines

Create and maintain user configuration in accordance with best practice documentation

Educate internal/external clients on our self-service options, Coventry Connect functions, and CWCS Products

Answer questions and resolve issues received via telephone, web chats, and emails from clients, Account Managers, and partner teams

Actively engage with partner teams to develop and improve best practice procedures

Maintain focus on achieving a positive outcome for users

Ability to triage web application issues as appropriate, and provide technical assistance when needed, with minimal supervision


Experience in a fast-paced, production environment

Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate

Demonstrated ability to handle multiple assignments competently, accurately and efficiently

Ability to write clearly and effectively when communicating with all parties

Analytical skills


The highest level of education desired for candidates in this position is a Associate's degree or equivalent experience.


Opportunity for continued growth within the company. Opportunity to gain knowledge and build relationships across business units.

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.

Job Function: Customer Service