Customer Service Representative

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

This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills.

Job Responsibilities:

• Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business.

• Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time.

• Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood.

• Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference.

• Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning.

• Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)

• Work effectively within a team and across the organization, to further the goals of the business.

• Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching etc.

• Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication.

• Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills

• Other duties as assigned

Required Qualifications

• Strong understanding of products, services, and processes offered by the company

• Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics

• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members’ lives.

• Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives

• Displays empathy and resilience when dealing with our members who need help

• Gains our members trust and respect by establishing and maintaining effective relationships

• Attention to detail and excellent interpersonal skills

• Discretion in handling and communicating sensitive information

• Ability to manage multiple projects at once in a fast-paced environment

• A positive attitude and willingness to do whatever it takes to get the job done

Preferred Qualifications

4-year college degree

• 2 to 3 years in a Customer Service capacity

• Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude)

• Adoptable to high pressure, achievement-oriented environment

• High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone.

• Bilingual in English & Spanish a plus

Education

High School diploma or equivalent

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

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.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

Additional details about available benefits are provided during the application process and on Benefits Moments.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.