Customer Service Representative

About The Role

We are seeking a compassionate, customer-obsessed Customer Service Representative to serve as the frontline support for our diverse customer base, including members of benefit plans, healthcare providers, and organizational clients. In this role, you will be responsible for creating meaningful connections with customers by assisting them with their benefits, claims, and healthcare inquiries. Your primary goal will be to enhance customer satisfaction through empathetic communication, effective problem-solving, and providing accurate information. This position requires adaptability, patience, and a genuine desire to help others, as you will handle a variety of inquiries related to healthcare benefits, claims, and resources. As the face of CVS Health, your efforts will directly contribute to improving the health and well-being of our customers while fostering trust and loyalty. You will collaborate with team members and other departments to resolve issues efficiently, document interactions thoroughly, and ensure compliance with company policies and standards.

Qualifications

• Minimum of 6 months of customer service experience
• Basic computer skills and familiarity with standard software applications
• High School Diploma, GED, or equivalent
• Must reside in the CST Time Zone
• High-speed internet access and ability to work remotely if applicable
• Willingness to work specific hours with flexibility

Preferred Qualifications

• Over 1 year of customer service experience in a contact center environment, including calls, chats, or emails
• Experience in claims processing, healthcare provider interactions, dental, medical, or related fields
• Proficiency in Microsoft Office applications
• Experience with healthcare systems or benefits administration

Responsibilities

• Actively listen to customers, understand their needs, and advocate for their concerns
• Resolve customer inquiries and issues efficiently while accurately documenting all interactions
• Educate customers about their benefits, available resources, and assist them in navigating healthcare options
• Anticipate customer needs and proactively offer solutions to enhance their satisfaction
• Collaborate with team members and other departments to address service issues and improve overall outcomes
• Maintain confidentiality by documenting all customer correspondence and sensitive information securely
• Follow established policies, procedures, and the CVS/Aetna Code of Conduct in all interactions
• Continuously strive to improve service quality and customer experience through feedback and best practices

Benefits

• Affordable medical plan options tailored to employee needs
• 401(k) retirement plan with company matching contributions
• Employee stock purchase plan
• No-cost wellness programs including screenings, tobacco cessation, weight management, and confidential counseling
• Paid time off and flexible work schedules to promote work-life balance
• Family leave and dependent care resources
• Colleague assistance programs and tuition reimbursement opportunities
• Retiree medical access and additional benefits based on eligibility

Equal Opportunity

CVS Health is an equal opportunity and affirmative action employer. We are committed to creating a diverse and inclusive workplace where all colleagues feel valued and respected. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected characteristics.