Customer Service Representative, CVS Health

CVS Health

Location:
United States, Work At Home, Florida

Category:
Customer Service

Contract Type:
Employment contract

Salary:

17.00 - 25.65 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. And we do it all with heart, each and every day.

Job Responsibility:

Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business
Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time
Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood
Leverage resources and technology to optimize the member experience
Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference
Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning
Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)
Work effectively within a team and across the organization, to further the goals of the business
Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching’s etc.
Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication
Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills
Other duties as assigned

Requirements:

Strong understanding of products, services, and processes offered by the company
Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics
Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members’ lives
Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives
Displays empathy and resilience when dealing with our members who need help
Gains our members trust and respect by establishing and maintaining effective relationships
Attention to detail and excellent interpersonal skills
Discretion in handling and communicating sensitive information
Ability to manage multiple projects at once in a fast-paced environment
A positive attitude and willingness to do whatever it takes to get the job done

Nice to have:

4-year college degree
2 to 3 years in a Customer Service capacity
Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers
Adoptable to high pressure, achievement-oriented environment
High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone
Bilingual in English, Spanish a plus

What we offer:

Affordable medical plan options
401(k) plan (including matching company contributions)
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

Additional Information:

Job Posted:
August 07, 2025

Expiration:
August 22, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Customer Service Representative