TempAlert Repairs & Maintenance (TARM) Team Member

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 colleagues who care deeply, innovate with purpose, and prioritize safety and quality.

The TempAlert Repairs & Maintenance (TARM) team supports break, fix, and installation activities for temperature monitoring equipment onsite at CVS/pharmacy and MinuteClinic locations. As a TARM team member, you'll focus on resolving inbound Service Channel tickets related to temperature monitoring devices. You'll work with onsite colleagues via outbound phone calls to provide remote troubleshooting steps.

Responsibilities:

• Provide remote troubleshooting for malfunctioning SmartSense (TempAlert) equipment and install replacement equipment via phone call
• Support email inbox inquiries to the team, working directly with field leaders, pharmacy teams, and other stakeholders to resolve issues with equipment via email
• Assist with writing and updating training documentation and team knowledge resources
• Train new team members and/or offer peer-to-peer coaching as applicable
• Cross-train in other similar temperature monitoring spaces as needed
• Additional tasks as required by manager or supervisor

Requirements:

• 1+ years of experience working with sensitive information and/or HIPAA, or experience working in a Call Center environment where a high degree of accuracy and attention to detail are required
• 1+ years of relevant work experience working with networking, computer peripherals, or other remote help desk IT support using ticketing applications
• Ability to work with a high volume of work in a production-oriented, time-sensitive call center environment
• Strong organization skills, ability to multi-task, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlines
• Proven ability to function well in a professional team environment
• Proficient in data entry, Microsoft Word and Excel, Microsoft Outlook, and the ability to master other related department applications
• Ability to handle inquiries, exercise good judgment, and apply critical thinking skills to solve problems
• Time management skills and ability to strategize through competing priorities
• Demonstrated track record of high performance
• Must be able to work on a computer, sitting for extended periods of time, typically 8 hours per day with or without a reasonable accommodation
• Must be able to verbally communicate effectively with targeted clients
• Must be able to communicate effectively in writing
• Must be able to use a headset to keep conversations confidential
• Perform shifts as variable, based on the needs of the business
• Must be able to navigate a complex computer system, leveraging multiple applications, to determine who to connect with and evaluate troubleshooting needs
• Must be able to interpret technical dashboards to perform root cause analysis

Preferred Qualifications:

• Strong customer service skills, including courteous telephone etiquette and professionalism
• Strong oral, interpersonal, and communication skills
• Ability to problem-solve in a positive, productive manner

Education:

• High school diploma or equivalent

Anticipated Weekly Hours: 40 Time Type: Full-time Pay Range: $17.00 - $31.30