Representative I, Member Advocate – Evening Shift

This is a fully remote position, open to applicants in Alabama, +42 more states.

📋 Description

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

• Maintain accurate member records within the comprehensive member management system.

• Offer introductory information and connect members to additional and suitable benefits/external resources.

• Dispatch outbound emails to members as necessary.

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

• Elevate queries and concerns as needed.

• Manage complaints and inquiries to ensure member satisfaction with products and services.

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

• Exemplify CVS Core values in every interaction.

• Provide holiday support at a reduced staffing level, working some holidays while observing others.

• Adhere to a shift/schedule assigned during onboarding within a 24-hour contact center operation.

⛳️ Requirements

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

• Fundamental computer skills and technical ability to utilize IP phones, customer records management, word processing, databases, and email/chat applications.

• A private and confidential workspace that is free from distractions.

• Strong time management skills to ensure prompt responses to emails, calls, and chat messages.

• Effective active listening skills to manage members who may be distressed.

• High school diploma or equivalent is required.

• A Bachelor’s degree or ongoing pursuit of a Bachelor’s degree in a relevant field is preferred.

• 1-3 years of experience in the healthcare sector is preferred.

• Bilingual or multilingual abilities are an advantage.

🏝️ 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.