Customer Service Representative
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Job Description
Remote customer service representative supporting CVS Health members through calls, email, troubleshooting, and referrals. Advocating for mental wellness in a 24-hour healthcare call center.
Responsibilities:
- Take inbound calls from members and determine the quickest, most effective ways to answer member questions
- Maintain member records within the overall member management system
- Provide introductory information and connect members with additional and appropriate benefits/external resources
- Send outbound emails to members as needed
- Support members with troubleshooting and deescalate where needed
- Escalate queries and concerns when necessary
- Handle complaints and inquiries to ensure member satisfaction with products/services
- Work with the customer service team to share solutions and processes
- Embody CVS Core values in each interaction
- Support holiday coverage for a 24-hour call center operation
Requirements:
- 1-3 years of call center and/or customer service experience
- Active listening skills to effectively handle members who may be upset
- Basic computer knowledge and technical skills to use IP phones, customer records management, word processing, database, and e-mail/chat programs
- A private and confidential workspace free from distractions
- Time management skills to promptly respond to e-mails, calls, and chat messages
- Ability to work 11:30am-8pm EST on Sunday, Monday, Tuesday, Wednesday, and Saturday
- High school diploma or equivalent required
Benefits:
- CVS Health bonus, commission or short-term incentive program in addition to base pay
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources supporting physical, emotional, and financial well-being
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