120 Customer Service jobs in Madison

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.
**Position Summary:**
Health Concierge -Customer Service Representative is the face of Aetna to provide targeted, personalized service based on a holistic view of the member, benefits, health information, and through engagement. Handles customer service inquiries and problems via telephone, internet, web-chat or written correspondence. Engages, consults and educates members based upon the member's unique needs, preferences and understanding of Aetna plans, tools and resources to help guide the members along a clear path to care. Utilizes resources to assist customers in understanding components of the Aetna products including claims, accumulators, usage and balances, and cost sharing.
+ Answers questions and resolves issues as a "single-point-of-contact" based on phone calls, plan sponsors, PSS/ISO, members and providers.
+ Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest.
+ Fully understands the member's needs by building a trusting and caring relationship with the member. Anticipates customer needs.
+ Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.
+ Uses customer service threshold framework to make financial decisions to resolve member issues.
+ Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company (i.e., assistance with member self-service tools, Consultation Opportunities - Simple Steps, Cost of Care Tools, Natural Alternatives Program, etc.).
+ Utilizes all relevant information to effectively influence member engagement.
+ Takes immediate action when confronted with a problem or made aware of a situation.
+ Takes ownership of each customer contact to resolve their issues and connect them with additional services as appropriate.
+ Identifies member needs beyond the initial inquiry by answering the unasked questions.
+ Resolves issues without or with limited management intervention.
+ Provides education to members to support them in managing their health.
+ Responds quickly to meet customer needs and resolve problems while avoiding over-committing.
+ Other activities may include providing claim status information, benefit coverage interpretations, and explaining plan eligibility.
+ Processes claim referrals, new claim hand-offs, and escalates issues as appropriate through the system for grievances and appeals.
+ Initiates out-reach/welcome calls to ensure constituents expectations are met or exceeded.
+ Identifies trends and any emerging customer service issues and works to develop solutions to address potential problems and/or plan features of interest as an approach to improve understanding of benefit plans and increase post-enrollment member satisfaction.
+ Partners with other departments to deliver client specific presentations.
+ Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvement intended to enhance the overall delivery of service.
+ Works collaboratively with colleagues to deliver the best customer experience Seeks to understand the customer, including circumstances, problems, expectations and needs.
+ Asks probing questions to identify the underlying customer needs.
+ Appropriately transitions conversations to explore possibilities for extending customer interactions.
+ Guides members to the appropriate health resource Offers alternatives where appropriate.
+ Acts with the best interest of customer in mind and central to all interactions.
+ Collaborates with colleagues and co-workers to deliver a world class customer experience.
+ May participate in preparation and presentation of client specific presentations.
+ Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.
**Required Qualifications**
+ Customer Service experiences in a transaction based environment such as a call center or retail location preferred, demonstrating ability to be empathetic and compassionate.
+ Must live in Central Standard Time Zone.
**Preferred Qualifications**
+ Effective organizational skills and ability to manage multiple tasks.
+ Effective communication skills, both verbal and written.
**Education**
+ High School Diploma or equivalent work experience.
**Anticipated Weekly Hours**
40
**Time Type**
Full time
**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 our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
+ **Affordable medical plan options,** a **401(k) plan** (including matching company contributions), and an **employee stock purchase plan** .
+ **No-cost programs for all colleagues** including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
+ **Benefit solutions that address the different needs and preferences of our colleagues** including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
For more information, visit anticipate the application window for this opening will close on: 07/16/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

**Company :**
Highmark Inc.
**Job Description :**
**JOB SUMMARY**
This job resolves standard and occasional non-standard customer inquiries, comments, and concerns by applying a seamless and positive customer experience gained through many recurring cycles of on the job work engagement.
**ESSENTIAL RESPONSIBILITIES**
+ Engages with customers in a confident and compelling manner, performing the full range of customer service duties and responsibilities, as assigned.
+ Strives to resolve customer concerns in a single interaction via telephone, written, or face to face communication.
+ Responds to a diverse set of customers with an equal level of confidence regardless of the issue at hand.
+ Works independently of support from a senior customer service representative, frequently utilizing the knowledge center, answering customer inquiries.
+ Routinely responds to customers with an in-depth product knowledge achieved through a continuously improving set of listening, analysis, quality focus, problem solving, and documentation skills.
+ Consistently exceeds results for internal adherence, efficiency, and inquiry timeliness.
+ Resolves standard and frequently non-routine, limited impact, customer inquiries, comments, and concerns with the most limited escalation consistent with company policies and processes.
+ Other duties as assigned or requested.
**EDUCATION**
**Required**
+ High School Diploma/GED
**Substitutions**
+ None
**Preferred**
+ None
**EXPERIENCE**
**Required**
+ 1-3 years experience in customer service or call center environment
**Preferred**
+ None
**LICENSES or CERTIFICATIONS**
**Required**
+ None
**Preferred**
+ None
**SKILLS**
+ Applies in-depth product knowledge obtained through ongoing cycles of working with routine and non-routine subject matter
+ Regardless of recurring and routine customer inquiries, comments, and concerns, approaches each and every interaction with superior listening skills
+ Multi-tasks with a high level of efficiency yet treats every customer as the most important during the interaction so as not to leave the customer with a hurried impression
+ Ability to ask effective probing and/or open and closed ended questions that will help in issue resolution in a conversational manner with customers, using verbal clues and system tools to develop tailored recommendations for the customer
+ Ability to master initial training competencies while demonstrating the ability to learn additional competencies through additional training
+ Ability to de-escalate challenging customer inquiries, comments, and concerns while delivering necessary information consistent with Company policies and processes
**LANGUAGE REQUIREMENT (Other than English)?**
None
**Travel Requirement**
0% - 25%
**PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONS**
**Position Type**
Office-based
Teaches/Trains others regularly
Rarely
Travels regularly from the office to various work sites or from site-to-site
Does Not Apply
Works primarily out-of-the office selling products/services (Sales employees)
Does Not Apply
Physical Work Site Required
No
Lifting up to 10 pounds
Rarely
Lifting 10 to 25 pound
Rarely
Lifting 25 to 50 pounds
Rarely
**_Disclaimer:_** _The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job._
**_Compliance Requirement:_** _This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies._
_As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company's Handbook of Privacy Policies and Practices and Information Security Policy._
_Furthermore, it is every employee's responsibility to comply with the company's Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements._
**Pay Range Minimum:**
$19.27
**Pay Range Maximum:**
$26.88
_Base pay is determined by a variety of factors including a candidate's qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations. The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets._
Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the email below.
For accommodation requests, please contact HR Services Online at
California Consumer Privacy Act Employees, Contractors, and Applicants Notice
Req ID: J266463

Description
Position Details :
Title: Customer Service Engineer
Location: Madison, WI
Shift: Monday - Friday, 12pm - 9pm (you will train Monday through Friday, 8am - 5pm and eventually shift to a normal delayed start of Noon, this shift adjustments comes with a 15% shift differential)

Compensation: First Year Total Comp = $106.5k - 120k
Base Payrate $0,000 - 80,000
Additional Average (10%) OT 10.500 - 12,000
Shift Differential (15%) 10,500 - 12,000
5% Target Bonus 3,500 - 4,000
Annual Value of Company Car 12,000 .
Total 106,500 - 120,000

Benefits:
Company offers an excellent global benefits package Medical, Dental, Vision, Employee Assistance Program, Mental Health, Substance Abuse, Flexible Spending Accounts, Life Insurances, Short- and Long-Term Disability Insurance, 401K Savings Plan with matching contribution, Financial Planning Tools, Training and Education, Tuition Reimbursement, Paid Time Off, Holidays, Flex Schedules, Business Casual Dress, Employee Discount Program, and Volunteer Opportunities. Specific benefits for this position include:

4 weeks of paid vacation (PTO) to start, with 5 paid floater holidays pro-rated for the first year and 6 paid standard holidays. At the start of your third year, you get a 5th week of vacation.

100% match of 401K contribution, up to 6% (20% vesting of the matched amount each year).

Corporate Vehicle - Fleet Program - You receive a new car ( 45 per week cost to you) all inclusive of gas, tolls, service, insurance and more. You can use for business and personal usage. It is estimated to be a 15k annual value to the employee. You can also opt out and receive a corporate van.

"Well Being" reimbursement of 300/year for health/fitness classes and related items.

Travel: Travel is an essential job requirement for this position. As a CSE, you will travel regularly throughout assigned region to customer accounts; your region is centered around
Madison and stretches approximately 2 hours in all directions. You must be available to provide service to customers during off hours as well as weekends, as necessary.

Position Description :
As the Service Technician, you will be in a field-based, customer-facing role that installs, services, maintains and modifies Company equipment at customer sites. The selected candidate will work at sites with minimal supervision and will perform on-site customer repairs and be responsible for delivering both timely and effective repairs. It will be your responsibility to provide on-site training after installs to help ensure the systems optimal performance resulting in superior customer satisfaction. The Field Service Technician will help with managing financial performance within their territory: meeting or exceeding budget for revenue generation, expense control and inventory management. The Field Service Tech/Engineer is a key contributor in maintaining ongoing customer interaction to solve and prevent technical difficulties. The Field Service Tech/Engineer interfaces directly with the Customer Care Manager, Technical Manager, Clinical Application Specialist, Product Managers, Sales Representatives, and customers. These interfaces are required to provide superior product service responsiveness and customer satisfaction. The Service Engineer integrates the technical capabilities and available resources, with effective territory and business management skills to develop and maintain superior service levels. You will need to make decisions on best plan of action to keep the customer's equipment downtime to a minimum.

Specific responsibilities include:
•Possess total familiarity with mechanical, electronic, optical, and operational aspects of designated products as evidenced by the ability to effectively install and repair/service designated instruments.
•Provide customer troubleshooting assistance as required.
•Provide product service for clinical field trial installations.
•Perform warranty and maintenance work necessary to keep customer level of service and satisfaction high.
•Recommend service manual revisions.

Requirements:
Candidates must have top-notch electronic systems knowledge and troubleshooting/repair skills in addition to unparalleled customer service skills (relationship development, conflict management, active listening and problem solving, interpersonal communication, etc.). Experience in the Bio-Medical field is a huge plus, but not required. Candidates must be able to interpret electronic system schematics and flow-charts. A highly tuned mechanical aptitude and the ability to visualize and explain situations and resolutions are also critical in this role. Excellent customer service, communication (oral & written), documentation, and PC skills are essential to this position's success.

**LOCATION:** Remote U.S. locations
**OVERVIEW**
You will provide positive, supportive environment, generous benefits package, and comprehensive training program. You will provide support to internal and external clients on product-specific issues. Provide application support to customers by phone, email, chat and/or remote system access. You will develop strong product knowledge as demanded by this role to meet customer needs-capacity to learn/engagement is more important than technical background. You will troubleshoot client issues associated with enterprise application including customer client networks for this complex product that large corporations use to manage their legal matters with law firms.
**RESPONSIBLITIES**
+ Provide application support to both internal teams and external customers, contributing subject matter expertise to ensure customer satisfaction and organizational success, maintaining performance standards and representing Wolters Kluwer.
+ Demonstrates solid knowledge of application, product, and services
+ Provides support and troubleshooting of application to both internal teams and external customers via telephone, live online chat and email
+ Demonstrates strong analytical skills to identify origin/cause, initiate research, and promptly respond to cases that may be handled without escalation (e.g., product operation, product content)
+ Effectively communicates to internal and external clients and records concise documentation of cases
+ Working cross-functionality to proactively resolve specialized, procedural, and operational issues; escalating cases that require additional expertise
+ Independently and in team environment, apply troubleshooting methodologies to drive escalated issues to closure
+ Delivers timely responses to business owners, stakeholders, and users on issue status and resolution, including driving escalated issues to closure
+ Motivated contributor to team knowledge share, meetings, and documentation to reduce recurring issues and inquiries
**QUALIFICATIONS**
**Education:** high school education or equivalent, bachelor's degree preferred
**Experience:**
+ 2+ years of client-facing application support experience, including:
+ Troubleshooting product issues, and reporting issues via phone/e-mail/chat
+ Working cross-functionally to resolve technical, procedural, or operational issues
+ Working collaboratively with individuals at all levels of the organization
+ Executing to short and long-term plans
+ Training internal and external customers to mitigate recurring requests for help
**TRAVEL:** none
#LI-Remote
_Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process._
EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.