Customer Service Team Lead - Remote Eligible

Customer Service Manager

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

Administers Customer Service plans, policies, and procedures to support the achievement of member experience metrics. Manages and monitors operational efficiency of Customer Service teams. Drives member satisfaction, retention, and growth by delivering competitive services.

• Executes both routine and non-routine business support tasks for the Customer Service area under limited supervision, referring deviations from standard practices to managers.
• Follows area protocols, standards, and policies to provide effective and timely support.
• Handles escalated calls and ensures satisfactory resolutions.
• Performs quality audits and provides feedback for improvement based on audit results.
• Completes reports for tracking metric performance and trends and assists manager in allocating resources to meet volume and performance standards.
• Takes direction to execute techniques, processes, and responsibilities.

Required Qualifications

• Working knowledge of problem solving and decision making skills
• 5+ years work experience

Preferred Qualifications

• Prefer candidates living in Eastern time zone.

Education

• High school diploma or equivalent required.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$18.50 - $31.72

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

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.