Customer Service Representative

Customer Service Representative

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.

This position pays a starting rate of $18.50/hour. Key responsibilities include actively listening and advocating for customers, resolving customer inquiries and issues efficiently, educating customers about available resources, anticipating customer needs, collaborating with team members, documenting all customer correspondence, and following policies and procedures.

Your performance will be measured by customer satisfaction, demonstrating CVS/Aetna's "Heart at Work" behaviors, resolving customer issues the first time they call, quality and accuracy of interactions, and adherence to your assigned schedule. Our leadership and welcome teams will help you succeed by providing new colleague orientation, engaging and comprehensive training, a supportive and inclusive culture, ongoing coaching and mentoring support, and equipment and resources needed to complete assigned work. Key competencies and behavioral requirements include demonstrated empathy, effective communication skills, respectful and kind demeanor, strong problem-solving and decision-making abilities, and the ability to manage multiple resources and tasks in a fast-paced environment.

Required qualifications include 6+ months of customer service experience, basic computer skills, and must reside in the Pacific Standard Time Zone. Preferred qualifications include 1+ years of customer service experience in a contact center environment, Microsoft office experience, and high school diploma, GED, or equivalent experience. You must have high-speed internet access with adherence to workplace model and potential telework agreements, and willingness to work specific hours with flexibility.

Anticipated weekly hours are 40, and this is a full-time position. The pay range for this role is $17.00 - $31.30. 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, 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.