Senior Assistant, Client and Colleague Support – Tier 2

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

📋 Description

• Collaborate with the Supervisor and Team Leads to oversee daily escalations from Health Plans, internal teams, and Call Center teams.

• Deliver prompt, precise, and high-caliber support, information, feedback, and resolutions for inquiries from clients and colleagues.

• Investigate, complete, and address escalation emails.

• Update comments related to Health Plan follow-ups and reimbursement claims.

• Engage in offline tasks such as address validation, processing returned mail, and special projects.

• Fulfill assigned tasks within 24–48-hour service-level expectations.

• Foster a culture of inclusion and respect.

• Execute work in accordance with CVS Health policies, values, and relevant state, federal, and regulatory standards.

⛳️ Requirements

• A minimum of 2 years of customer service experience.

• At least 2 years of proficiency with Microsoft Office applications, including Excel, Word, Access, and PowerPoint.

• A dedicated, distraction-free workspace for remote work.

• A consistent, reliable, and stable internet connection.

• Strong skills in interpersonal communication and relationship-building.

• Experience in providing email support.

• Exceptional oral, written, and interpersonal communication abilities.

• Proficient problem-solving and critical-thinking skills aimed at issue resolution and client/colleague satisfaction.

• Capability to thrive in a structured, fast-paced call center environment.

• Ability to collaborate effectively with others.

• Must be able to communicate efficiently with all levels and create impactful written documents.

• A verifiable high school diploma, GED, or equivalent work experience.

• Internal colleagues must be in good standing to be eligible.

🏝️ Benefits

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

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

• Eligibility for CVS Health bonus, commission, or short-term incentive programs.