Customer Service Representative

About The Role We are seeking a compassionate and customer-obsessed Customer Service Representative to join our dynamic team. In this role, you will serve as the primary point of contact for our diverse customer base, including members of benefit plans, employers, healthcare providers, hospitals, and doctors. Your primary responsibility will be to assist customers by providing clear information about their benefits and claims, resolving inquiries efficiently, and guiding them through available resources. The ideal candidate will demonstrate empathy, adaptability, and excellent communication skills, ensuring each interaction fosters trust and loyalty. You will play a vital role in enhancing customer satisfaction by researching issues, documenting interactions, and delivering solutions that improve their overall experience with CVS Health.

Qualifications

• High School Diploma, GED, or equivalent
• Minimum of 6 months of customer service experience
• Basic computer skills and familiarity with Microsoft Office
• Reside within the CST Time Zone
• High-speed internet access and ability to adhere to telework policies
• Willingness to work flexible hours and adhere to scheduled shifts

Preferred Qualifications

• Over 1 year of customer service experience in a contact center environment, including calls, chats, or emails
• Over 1 year of healthcare-related experience, such as claims, provider, dental, or medical services
• Experience with Microsoft Office applications

Responsibilities

• Actively listen to customers, understand their needs, and advocate on their behalf by providing guidance and support
• Resolve customer inquiries and issues efficiently, ensuring all interactions are well-documented
• Educate customers about their benefits, claims, and available resources to facilitate informed decision-making
• Anticipate customer needs and offer proactive solutions to enhance satisfaction and loyalty
• Collaborate with team members and other departments to address service issues and improve overall outcomes
• Maintain confidentiality by documenting all customer correspondence and safeguarding sensitive information
• Follow company policies, procedures, and the CVS/Aetna Code of Conduct to ensure compliance and quality service delivery

Benefits

• Competitive wages, with a pay range of $17.00 to $25.65 per hour
• Comprehensive medical plan options to suit diverse needs
• 401(k) retirement plan with company matching contributions
• Employee stock purchase plan
• No-cost wellness programs, including screenings, tobacco cessation, weight management, counseling, and financial coaching
• Paid time off, flexible work schedules, and family leave options
• Dependent care resources and colleague assistance programs
• Tuition assistance and retiree medical access
• Continuous learning opportunities and a supportive, inclusive work culture