Customer Service Representative, CVS Health

CVS Health

Location:
United States, Franklin

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 28.46 USD / Hour

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Job Description:

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.

Job Responsibility:

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 A&H and FE plans so that our members better understand their coverage
Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved
Performs required tasks using tools available to recall necessary information
Documents all customer correspondence and maintains confidential records of patient information
Required to meet all company set metrics
First call resolution mind set

Requirements:

6+ months previous call center experience 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
High school diploma or up to 1 year equivalent experience

Nice to have:

Experience with accident and health and whole life insurance
Claims experience
Working knowledge of problem solving and decision making skills

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings
Tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
November 21, 2025

Expiration:
December 23, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Service Representative