Customer Service Representative-Hybrid Franklin, Tennessee

Customer Service Representative

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

• Operates as a representative of the company by answering and documenting all incoming calls to determine their nature while responding to complex calls related to specialized products.
• Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty.
• Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the reason for the call.
• Follows established procedures to meet customer/member needs and successfully enhance the company's brand recognition and competitive advantage in the industry.
• Handles the answering of questions regarding declination reasons, risk assessments, and telephone interviews so that our members better understand their options.
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
• Complete ongoing required training to understand how to use tools available to recall necessary information.
• Documents all customer correspondence and maintains confidential records of patient information.
• Meet all company set metrics.

Required Qualifications

• 1+ years experience in call center operations or customer service.
• Multitasking capability with superb time management.
• Excellent verbal and written communication, active listening, and the ability to express information clearly.
• Patience, empathy, and the ability to handle difficult customers professionally.
• Basic computer skills and ability to navigate phone systems and software.

Preferred Qualifications

• Excellent communication skills, both written and verbal.
• Basic computer skills.
• Positive service-oriented attitude.
• Active listening capabilities.
• Previous Healthcare call center experience.
• Empathetic, multitasking capabilities with superb time management.
• First call resolution mindset.
• Working knowledge of problem solving and decision making skills.

Education

• High school diploma or up to 2 year equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

$17.00 - $28.46

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.