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Customer Service Representative

At Aetna, we’re pioneering a total approach to health and wellness, focusing on the whole person - body, mind, and spirit. Our customer service and claim teams provide a human connection when it’s needed most and are essential to turning our member’s health ambitions, big and small, into achievements. Your role will include processing claims and helping members, doctors, and companies better understand our products and services. You will be an advocate for our member’s best health by helping them get the most from their benefits, building trust and always providing a clear path to care.

  • Job Type: Full-time
  • Job Level: Entry Level
  • Travel: No

Aetna’s minimum starting salary is $16/hr.

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Success Profile

What makes a successful Customer Service Representative? Here are the traits we are looking for:

  • Trustworthy
  • Empathetic
  • Proactive
  • Compassionate
  • Good listener
  • Problem Solver
  • Communicator
  • Independent
  • Multi-tasker
  • Patient
  • Collaborative
  • Personable
  • Quick thinking
  • Enthusiastic

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  • Health

  • Paid Time Off & Disability

  • Financial

  • Wellness

  • Additional Benefits

  • Aetna’s Social Compact

    Our commitment to improve wages and medical benefits.

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Customer Service Representative Quotes

You really are invested in the member… you have to be their advocate.

Damon H., Senior Health Concierge Customer Service Representative

I’m very excited about the common purpose [Advocate for our members’ best health by helping get them most from their benefits, building trust and always providing a clear path to care], in the first day of training all the leaders came in and explained it. As soon as they got done talking I knew this was the company for me.

Emily E., Customer Service Representative

Job Details

Customer Service Representative

Primary Location: Houston, Texas
Additional Locations: TX-Houston
Customer Service Representative is the face of Aetna and impacts members' service experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Customer inquiries are of basic and at tim

Fundamental Components:
Service Representatives answer inquiries from our Medicare Advantage members
via inbound calls. CSRs must be able to deal compassionately with Medicare
beneficiaries on a one-on-one basis and focus on their needs through careful
listening and patience. CSRs participate in ongoing training and engage in
self-development. The CSR must be able to work independently, honor commitments
to our members, and collaborate with team members to create a remarkable member
experience. The position requires the ability to efficiently navigate multiple
systems while resolving complex issues as advocates for our members. Passion
for providing exceptional customer service, effective verbal and written
communication skills, and willingness to adapt to a changing environment are
critical to success in this role. Prior experience providing customer service
to the senior population, knowledge of medical terminology, or experience with
health insurance plans is preferred. Bilingual proficiency in Spanish is a
bonus, but not required.

Background Experience:

in a production environment preferred. Customer Service experiences in a
transaction based environment such as a call center or retail location
preferred. Excellent attendance and punctuality are requirements for the
position. Flexibility to work an 8 hour shift any time during the office
hours of 8 am to 6 pm. Overtime including weekends may be required. The
ability to multi task and problem solve are needed skills.

Additional Job Information:

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

Required Skills:
Service - Demonstrating Service Discipline, Service - Handling Service Challenges, Service - Working Across Boundaries

Desired Skills:
Service - Creating a Differentiated Service Experience

Functional Skills:
Communication - Member communications, Customer Service - Customer service - transaction based environment

Technology Experience:
Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft Word

Potential Telework Position:

Percent of Travel Required:

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

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

Candidate Privacy Information:
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.

Click To Review Our Benefits (PDF)


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