Customer Relations Supervisor

This is a fully remote position, open to applicants in Alaska, +13 more states.

📋 Description

• Oversee, mentor, and cultivate a team of Pharmacy Technicians and Customer Relations Representatives in a fast-paced contact center environment.

• Monitor and enhance operational KPIs, including service level, quality, customer satisfaction, productivity, adherence, attendance, and first call resolution.

• Provide coaching, constructive feedback, and performance management.

• Assist frontline colleagues with immediate guidance on complex inquiries, escalations, systems navigation, policies, procedures, and knowledge resources.

• Handle and resolve escalated customer issues received through phone, email, Executive Office, internal business partners, and external vendors.

• Champion outstanding customer experiences while aligning customer needs with business objectives.

• Foster an inclusive, collaborative, and engaging team culture.

• Ensure adherence to CVS Health policies, HIPAA, and relevant state, federal, and regulatory requirements.

• Identify operational patterns, customer pain points, and opportunities for process improvements.

• Coordinate clinical and non-clinical interventions and resource distribution with leadership.

• Manage daily operations while ensuring quality, efficiency, and customer satisfaction.

• Uphold confidentiality when managing sensitive customer, patient, and business data.

• Collaborate with Operations, Pharmacy, Quality, Training, Workforce Management, Information Technology, and Vendor Management departments.

• Disseminate organizational updates, process modifications, technology advancements, and priorities through meetings, huddles, coaching sessions, and colleague communications.

• Analyze operational performance and propose strategies for improvement.

• Encourage accountability, innovation, adaptability, and a culture of continuous learning.

⛳️ Requirements

• Must be a resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas, or Vermont due to regulatory compliance.

• Possess an active Pharmacy Technician license in the state of residence.

• Ability to obtain a Rhode Island Pharmacy Technician license via application and fee.

• Minimum of one year of consecutive experience in customer service.

• Capable of maintaining a consistent, reliable, and stable internet connection.

• Internal colleagues must be in good standing to be considered for the position.

• At least one year of experience in retail healthcare, ideally in a high-volume call center.

• A minimum of two years of experience in leading, coaching, and developing teams.

• At least one year of experience using MS Office Suite, including Word, Excel, and PowerPoint.

• Familiarity with call center technologies/applications such as Verint, Avaya, or IEX.

• Experience in working with data and analytics.

• Highly organized and energetic.

• High School diploma, GED, or equivalent work experience is required.

• Pharmacy Technician license is mandatory.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program in addition to base salary.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.

• Comprehensive benefits package for eligible full-time colleagues.