• Du bist erste:r Ansprechpartner:in für unsere Kund:innen – mit echtem Herzblut und dem Anspruch, jeden Kontakt zu einem positiven Erlebnis zu machen • Du berätst unsere Kund:innen kompetent und mit Leidenschaft – ob bei Produktfragen, Retouren & Erstattungen oder Reklamationen. Dabei geht es Dir nicht nur ums Abarbeiten, sondern darum, echten Mehrwert zu schaffen und die beste Lösung zu finden • Du bist aktiver Teil unseres KI-Trainings: Du bewertest und korrigierst KI-generierte Antworten, erkennst Muster in Kundenanfragen und gibst gezieltes Feedback, das direkt in die Weiterentwicklung unserer KI-Automatisierung einfließt – mit dem klaren Ziel, unsere KI-Ticketquote auf über 70 % zu steigern • Du prüfst KI-Antworten, gibst ihnen den letzten menschlichen Schliff und sorgst dafür, dass Qualität und Ton unserer Marke entsprechen • Du arbeitest in unseren digitalen Tools (z. B. Gorgias, Amazon) und hilfst uns, unsere KI-gestützte Ticketbearbeitung kontinuierlich zu optimieren – durch Deine Rückmeldungen verbessern wir Antwortqualität und Automatisierungsgrad nachhaltig • Du denkst mit und bringst Dich aktiv ein: Du erkennst Schwachstellen im KI-System, entwickelst Ideen für bessere Prompts und Workflows und trägst so unmittelbar zur Skalierung unseres Customer-Happiness-Teams bei • Du berätst unsere Kund:innen proaktiv zu unseren Produkten – mit Empfehlungen, die wirklich passen, und einer Begeisterung, die ansteckt

• Du bist erste:r Ansprechpartner:in für unsere Kund:innen – mit echtem Herzblut und dem Anspruch, jeden Kontakt zu einem positiven Erlebnis zu machen • Du berätst unsere Kund:innen kompetent und mit Leidenschaft – ob bei Produktfragen, Retouren & Erstattungen oder Reklamationen. • Du bist aktiver Teil unseres KI-Trainings: Du bewertest und korrigierst KI-generierte Antworten, erkennst Muster in Kundenanfragen und gibst gezieltes Feedback • Du prüfst KI-Antworten, gibst ihnen den letzten menschlichen Schliff und sorgst dafür, dass Qualität und Ton unserer Marke entsprechen • Du arbeitest in unseren digitalen Tools (z. B. Gorgias, Amazon) und hilfst uns, unsere KI-gestützte Ticketbearbeitung kontinuierlich zu optimieren • Du denkst mit und bringst Dich aktiv ein: Du erkennst Schwachstellen im KI-System, entwickelst Ideen für bessere Prompts und Workflows • Du berätst unsere Kund:innen proaktiv zu unseren Produkten

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary: 12 weeks of onsite training then the option to work from home if in good standing. Must be within 50 miles as the training is onsite at our A1A location: Phoenix, AZ. New hires will start on April 20th, 2026 as a cohort, no later training class for this position will be available. The initial in office training will last for approximately 3 months. Training hours will be 07:00am AZT – 03:30pm AZT. Scheduled hours after training can begin as early as 04:55am AZT and end as late as 8:30pm AZT. Your permanent scheduled will be assigned after 8 weeks of in-class training. Once office training is complete, flexibility is required for onsite work shifts per the need of the business. All candidates will be hired into the job at $18.50 per hour. After successful completion of the training program, pay will be increased to $19.50 per hour. Our Aetna One Advocacy program is Aetna’s premier service and clinical offering for Aetna members nationwide and creates industry-leading solutions for our customers. Our Aetna One Advocate is not the typical customer service role. Our focus is on advocating for the member. We do not have traditional call center metrics such as average handle time as we want our Advocates to truly take the member out of the middle by; asking the unasked questions, listening for trigger words that may prompt nurse involvement, locate providers, and set appointments for our members. Our Advocates work in multiple system simultaneously to resolve member concerns. The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service and clinical pods allow maximization of inbound and outbound touchpoints to solve members’ needs and create behavior change. Our data analytics, white-glove service and end-to-end ownership of member support creates a trusted partner in health. This is an exciting time to join Aetna, a CVS Health company, in our journey to change the way healthcare is delivered today. We are health care innovators! Advocates engage members through personalized, premium, and frequent touchpoints to deliver a simple, powerful, and proactive member experience, we call this Advocacy. Our specialized Advocate teams address all members’ needs – from benefits and network services to clinical and emotional support – all backed by local resources right in the member’s community. In one simple word, we “Advocate” on behalf of our members. We own their healthcare journey, and we will not stop until they are satisfied. Every interaction is handled with the utmost care, consideration, and passion for the members we serve. Required Qualifications: 6 plus months in customer service role Must be within 50 miles as the training is onsite at our A1A location: Phoenix, AZ. Education: High School Diploma or G.E.D required. Preferred Qualifications: - Strong written & verbal communication skills - Ability to multi-task, prioritize and effectively adapt to a fast-paced changing environment - Demonstrated organizational and communication skills - Intermediate typing skills – 50 WPM strongly desired - Ability to seamlessly, multi-task while using multiple systems, to efficiently provide service to members - Deep problem-solving skills with demonstrated ownership of issue resolution - Possess top-notch people skills – listening, caring, connecting, empathy, and supporting - Highly perceptive individual with strong self-awareness and empathy in interacting with various audiences - Demonstrated propensity for responsiveness and a sense of urgency when helping members - Demonstrated ability to uphold Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness - Strong skillset in the use of the suite of Microsoft Office tools strongly desired - Ability to work effectively in a team environment - Ability to learn and retain in a complex environment - 1 year of call center experience in a fast-paced environment - Previous Healthcare Experience Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $17.00 - $28.46 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 https://jobs.cvshealth.com/us/en/benefits We anticipate the application window for this opening will close on: 03/28/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

• Responding to customer inquiries via email, chat in a timely, accurate, and professional manner. • Providing clear and concise guidance on platform features and benefits. • Investigating and resolving customer issues related to payment processing, documents data extraction, account management, and other inquiries. • Escalating complex cases to senior team members while maintaining ownership of the issue until resolution. • Assisting customers in understanding our platform and maximizing its benefits for their businesses. • Sharing tips and best practices to enhance user experience. • Working closely with product and operations teams to report customer feedback, identify patterns, and propose improvements. • Participating in team projects aimed at enhancing customer satisfaction and refining support processes.