Supervisor, Customer Service, CVS Health

CVS Health

Location:
United States, Franklin

Category:
Customer Service

Contract Type:
Employment contract

Salary:

43888.00 - 85068.00 USD / Year

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Job Description:

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by monitoring New Business quality and performance metrics, recommending action plans as a result of findings, resolving escalated issues, and collaborating with other departments to enhance the overall New Business experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

Job Responsibility:

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction
Monitoring New Business quality and performance metrics
Recommending action plans as a result of findings
Resolving escalated issues
Collaborating with other departments to enhance the overall New Business experience
Advises team members on performance goals
Develop New Business audit function
Analyzes application entries, customer feedback, and service levels
Assists managers with the hiring, training, and coaching of the New Business teams
Coaches less experienced staff on New Business service procedures
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
Establishes a customer service metric system

Requirements:

3-5 years work experience
Medicare Supplement and Accident Health Product experience (preferred)
Prior Leadership experience (preferred)
Auditing experience desirable
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
Post secondary /high school education or specialized training, i.e., technical/vocational programs

Nice to have:

Medicare Supplement and Accident Health Product experience
Prior Leadership experience
Auditing experience

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
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 18, 2025

Expiration:
December 15, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Supervisor, Customer Service