Help Desk, Pharmacy Technician, Customer Relations

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee incoming customer communications via the 1-800-SHOPCVS line

• Provide assistance with intricate escalations from customers, patients, internal departments, and vendor partners, including complaints from the Executive Office

• Investigate and resolve customer issues by interpreting and applying company policies and procedures

• Identify underlying causes and offer effective, tailored solutions

• Supply real-time assistance to frontline agents by directing them to the appropriate tools, systems, and knowledge resources

• Address escalated calls or correspondence that require innovative problem-solving approaches

• Ensure an outstanding customer experience that aligns with CVS Health’s mission and values

• Availability to work during operating hours, including weekends as necessary

⛳️ Requirements

• Must reside in Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas, or Vermont for regulatory compliance

• Hold an active Pharmacy Technician license in your state of residence

• Capability to obtain a Rhode Island Pharmacy Technician license through application and fee

• At least 1 consecutive year of experience in customer service

• Exceptional communication, organizational, and follow-up abilities

• Proficient in clearly articulating program and policy details both verbally and in writing

• Strong computer skills, including the ability to navigate multiple applications at once

• Familiarity with Microsoft Windows-based applications and Microsoft Office

• Flexibility in work schedule

• Ability to successfully complete a paid training program provided by the company

• Capability to work independently in a home office setting

• Strong time management skills and self-motivation

• Adaptability to changing business requirements

• Willingness to learn additional skills to meet business needs

• Capacity to use a CVS Health-provided webcam during work hours

• Availability during operating hours, including weekend coverage as necessary

• Maintain internet service that meets CVS Health technical requirements: minimum 50 Mbps download / 10 Mbps upload when available

• Use of personal hotspots and public Wi-Fi is not allowed

• Must be connected via ethernet cable while working

• Verifiable High School Diploma, GED, or equivalent experience required

• Active Pharmacy Technician license is necessary

• Preferred: Over 1 year of high-volume inbound call center or customer service experience

• Preferred: Prior knowledge of CVS Customer Relations

• Preferred: Experience in Retail Customer Care

• Preferred: Bilingual in Spanish

• Preferred: Previous experience in an inbound call center

• Preferred: Prior work-from-home experience

• Preferred: Prior retail or pharmacy experience

• Internal colleagues must be in good standing to be eligible

🏝️ Benefits

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

• Medical insurance coverage

• Dental insurance coverage

• Vision insurance coverage

• Paid time off

• Retirement savings plans

• Wellness initiatives

• Additional resources supporting the physical, emotional, and financial well-being of colleagues and their families

• Paid training program provided by the company