Supervisor, Customer Service

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 Description

This position will be hybrid in the Hartford, CT location.

Position Summary/Mission: Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by developing and implementing service strategies, managing a team of customer service representatives, monitoring service quality and performance metrics, resolving escalated customer issues, implementing customer service training programs, and collaborating with other departments to enhance the overall customer service experience.

What you will do:

• Advises team members on performance goals to ensure that individual and team targets are being met or exceeded.
• Analyzes call recordings, customer feedback, and service level agreements to identify customer service areas that may need improvement.
• Assists managers with the hiring, training, and coaching of the customer service team to improve departmental capabilities.
• Coaches less experienced staff on customer service procedures and sales pitches to enable the delivery of high-quality services.
• Coordinates training programs for customer service representatives in order to develop their product knowledge, problem-solving techniques, and conflict-resolution skills.
• Defines the scope of customer service initiatives and organizes collaborations between sales, operations, and marketing departments to ensure a seamless customer experience.
• Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys.
• Educates cross-functional teams on how to integrate technology innovations to enhance customer service processes.
• Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes.

Minimum Requirements

• 3-5 years work experience
• Working knowledge of collaboration and teamwork
• Working knowledge of execution and delivery (planning, delivering, and supporting) skills
• Working knowledge of business intelligence
• Working knowledge of problem solving and decision making skills
• Adept at growth mindset (agility and developing yourself and others) skills

Education

• Post secondary/high school education or specialized training, i.e., technical/vocational programs.

Anticipated weekly hours: 40

Time Type: Full time

Pay Range: The typical pay range for this role is: $43,888.00 - $93,574.00

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

• 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.