Customer Service Representative

This is a fully remote position, open to applicants in Alabama, +12 more locations.

📋 Description

• Receive inbound calls from members and identify the most efficient methods to address their inquiries.

• Maintain comprehensive member records in the overarching member management system.

• Offer introductory information and connect members to relevant benefits and external resources.

• Send outbound emails to members as necessary.

• Assist members with troubleshooting and de-escalating issues when required.

• Escalate questions and concerns as appropriate.

• Address complaints and inquiries to ensure members are satisfied with products and services.

• Collaborate with the customer service team to share effective solutions and processes.

• Exemplify CVS Core values in every interaction.

• Provide holiday coverage in a 24-hour call center environment.

⛳️ Requirements

• 1-3 years of experience in a call center or customer service role.

• Strong active listening skills to effectively manage interactions with upset members.

• Basic computer proficiency and technical skills for utilizing IP phones, customer records management systems, word processing, databases, and email/chat applications.

• A private and distraction-free workspace.

• Effective time management skills to respond promptly to emails, calls, and chat messages.

• Availability to work from 11:30 AM to 8 PM EST on Sunday, Monday, Tuesday, Wednesday, and Saturday.

• A high school diploma or equivalent is mandatory.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

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

• Holiday coverage with observance of the holiday on alternative days.