Customer Service Representative Job at CVS Health (Work at Home, Tennessee)

Job Description

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: This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills.

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 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
High School diploma or equivalent

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 (i.e.. “Customer is always right” attitude)
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