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Customer Service Team Lead

https://www.cvshealth.com/ Logo

CVS Health

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Location:
United States , Work at Home

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

18.50 - 38.82 USD / Hour
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Job Description:

The Team Lead is responsible for handling escalated calls and providing assistance to floor representatives with job knowledge and complex issues. This position requires critical thinking and problem solving skills. Must be able to calmly and efficiently handle escalated callers and recommend options to resolve customer complaints. Responsible for creating a positive and supportive work environment for call center representatives.

Job Responsibility:

  • Serve as the primary escalation point for complex, sensitive, or high‑risk customer calls
  • Provide real‑time support and guidance to call center representatives
  • Apply critical thinking and problem‑solving skills to evaluate customer concerns
  • Handle customer complaints with empathy and professionalism
  • Conduct quality audits and call reviews
  • Collaborate with supervisors and management to identify training needs
  • Support project management initiatives
  • Utilize systems such as Excel, SharePoint, and QuickBase to track performance metrics
  • Assist with onboarding and ongoing coaching of representatives
  • Foster a positive, supportive, and respectful work environment
  • Act as a liaison between frontline staff and leadership
  • Maintain confidentiality and compliance with all healthcare, privacy, and behavioral health regulations

Requirements:

  • 1+ years behavioral health experience
  • 1+ years auditing experience
  • 1+ years of call center experience in a health care environment
  • 6+ months experience in a team lead or similar lead role
  • 6+ months project management
  • High School diploma or GED

Nice to have:

  • 2+ years behavioral health experience
  • 2+ years of call center experience
  • Proficiency with Excel, SharePoint, QuickBase
  • Team Support
  • Supervisor Support
What we offer:
  • Affordable medical plan options
  • 401(k) plan (including matching company contributions)
  • Employee stock purchase plan
  • No-cost wellness screenings
  • No-cost tobacco cessation and weight management programs
  • No-cost 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:
March 24, 2026

Expiration:
April 21, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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