Customer Service Representative - Operations

CVS Health Representative

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 passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

Candidates need to be located in Tennessee and will have a hybrid work schedule requiring them to report into the office. The call center is open from 7a-7p.

Primary Job Duties & Responsibilities

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services.
• 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 complaint and/or coordinate service recovery.
• 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 prescription insurance, medication coverage, and mail-order prescriptions so that our members better understand their coverage and options.
• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.
• Organizes training sessions to educate internal staff on premium customer service processes, policies, and best practices.
• Performs required training to understand how to use tools available to recall necessary information.
• Documents all customer correspondence and maintains confidential records of patient information.

Required Qualifications

• Minimum 6 months experience in a customer service or call center environment. (call center type environments preferred, if doctor's office then anything below managing 75 calls/day would not translate to similar environment).
• Must have effective and empathetic communication style in managing inbound calls and communications with clients and team members.
• Computer experience is required with proficiency in Microsoft Outlook, Word and Excel.
• Basic alpha number data entry skills with attention to accuracy and quality is essential.
• Intermediate math skills are required with attention to detail and quality essential.
• Ability to work with people in a team environment while meeting individual performance goals.
• Must be able to read and interpret policies, procedures and instructions.
• Effective organizational skills and ability to prioritize a fluctuating workload and competing priorities is essential

Preferred Qualifications

• 1+ years in a customer service or call center environment (call center type environments preferred, if doctor's office then anything below managing 75 calls/day would not translate to similar environment).

Education

• High School or GED equivalent

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

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.

Additional details about available benefits are provided during the application process and on Benefits Moments.