Description
We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.
The Customer Service Representative position is ideal for someone with strong interpersonal skills, a passion for mental wellness advocacy, and is comfortable working with digital platforms in a fast-paced and emotionally sensitive setting.
Key Responsibilities
- Takes inbound calls from members and determines the quickest, most effective ways to answer member questions
- Maintains member records within the overall member management system
- Provides introductory information and connects members with additional and appropriate benefits/external resources
- Sends outbound e-mails to members as needed
- Supports members with troubleshooting and deescalating where needed
- Escalates queries and concerns when it is deemed necessary
- Ensures that members are satisfied with products/services by handling complaints and inquiries
- Works with the customer service team to share solutions and processes
- Embodies the CVS Core values in each interaction
Required Qualifications
- 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, call, and chat messages
- Must be able to work the schedule 11:30am-8pm EST. Sunday, Monday, Tuesday, Wednesday and Saturday.
Preferred Qualifications
- A mental health or human services background is preferred
- One to three years of healthcare experience is preferred
- Bilingual or multilingual skills are a plus
Educational Requirements
- A high school diploma or equivalent is required
Anticipated Weekly Hours
40
Time Type
Full time
Pay Range
$17.00 - $28.46
Benefits
This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.