Customer Support Representative managing ERP customer inquiries in packaging industry. Handling 1st and 2nd level support cases while documenting system functionalities.
About the role
- Customer Service Supervisor leading customer service representatives at The Cigna Group. Delivering best-in-class service and resolving complex service issues.
Responsibilities
- Lead a team of 14 Customer Service Senior Representatives to deliver best‑in‑class service to patients, caregivers, manufacturers, and internal and external partners
- Ensure operational excellence, support team development, and resolve complex service issues with a focus on quality, efficiency, and member satisfaction
- Recruit, hire, onboard, and train team members to maintain a skilled and engaged workforce
- Evaluate employee performance, provide coaching and feedback, conduct reviews, and recommend corrective actions when necessary
- Motivate the team and cultivate a positive, inclusive, growth‑oriented environment
- Take ownership of escalations and complex customer service issues, providing timely solutions and keeping senior stakeholders informed
Requirements
- High School diploma or GED required
- Ability to build and maintain effective relationships with internal and external stakeholders
- Strong leadership, communication, and organizational skills
- Passion for delivering outstanding service to members, clients, and providers
- Proven track record of achieving KPIs and elevating service standards
- 1–3 years plus of supervisory or team‑lead experience
- Experience in healthcare, pharmacy benefits, or a related customer service environment
- Familiarity with SAP systems, workforce management tools, and performance dashboards
Benefits
- N/A
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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