[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. CVS Health is dedicated to building a world of health around every individual, and they are seeking a Customer Service Representative to lead inbound and outbound call efforts. The role focuses on providing exceptional customer service, advocating for members, and optimizing their experience through effective communication and problem-solving skills.

Responsibilities

• Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business
• Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time
• Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood
• Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference
• Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning
• Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)
• Work effectively within a team and across the organization, to further the goals of the business
• Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching etc
• Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication
• Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills
• Other duties as assigned

Skills

• Strong understanding of products, services, and processes offered by the company
• Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics
• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members' lives
• Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives
• Displays empathy and resilience when dealing with our members who need help
• Gains our members trust and respect by establishing and maintaining effective relationships
• Attention to detail and excellent interpersonal skills
• Discretion in handling and communicating sensitive information
• Ability to manage multiple projects at once in a fast-paced environment
• A positive attitude and willingness to do whatever it takes to get the job done
• 4-year college degree
• 2 to 3 years in a Customer Service capacity
• Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude)
• Adaptable to high pressure, achievement-oriented environment
• High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone
• Bilingual in English & Spanish a plus

Benefits

• This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
• 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.

Company Overview