Description
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 in everything they do.
Position Summary
As a Customer Service Representative, you will operate as a representative of the company, answering and documenting incoming contacts to determine their nature and respond to complex calls related to specialized services.
Your main responsibilities include:
- Ensuring every member is shown respect and kindness, and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty
- Identifying and evaluating data to determine and implement the appropriate course of action to resolve complaints and/or coordinate service recovery
- Following established procedures to meet customer/member needs and enhance the company's brand recognition and competitive advantage
- Handling questions regarding A&H and FE plans to help members understand their coverage
- Communicating effectively with diverse work units and relevant organizational departments to resolve issues quickly
- Performing tasks using available tools to recall necessary information
- Documenting customer correspondence and maintaining confidential records of patient information
- Meeting company-set metrics and striving for first-call resolution
Required Qualifications
- Minimum 6+ months of previous call center experience or customer service
- Minimum 6+ months of experience demonstrating basic computer proficiency, including navigating multiple software applications, using telephone systems effectively, and performing routine computer-based tasks accurately and efficiently
- Multitasking capability with superb time management
Preferred Qualifications
- Experience with accident and health and whole life insurance
- Claims experience
- Working knowledge of problem-solving and decision-making skills
- Excellent verbal and written communication, active listening, and the ability to express information clearly
- Patience, empathy, and the ability to handle difficult customers professionally
Education
- High school diploma or up to 1 year equivalent experience
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, including medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.