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CVS Health · 1 day ago

Customer Service Representative

Nashville, TN

Full-time

Onsite

Entry Level

$17/hr - $28.46/hr

2+ years exp

CVS Health is the nation’s leading health solutions company, dedicated to transforming health care for millions of Americans. The Customer Service Representative will lead inbound and outbound call efforts, providing exceptional customer service and advocating for members to resolve their situations effectively.

Health CareMedicalPharmaceuticalRetailSales

Responsibilities

Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business

Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time

Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood

Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference

Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning

Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)

Work effectively within a team and across the organization, to further the goals of the business

Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching’s etc

Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication

Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills

Other duties as assigned

Qualification

Customer service skillsProblem-solvingAttention to detailComputer proficiencyInterpersonal skillsEmpathyResilienceBilingual EnglishBilingual SpanishPositive attitude

Required

Strong understanding of products, services, and processes offered by the company

Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics

Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members' lives

Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives

Displays empathy and resilience when dealing with our members who need help

Gains our members trust and respect by establishing and maintaining effective relationships

Attention to detail and excellent interpersonal skills

Discretion in handling and communicating sensitive information

Ability to manage multiple projects at once in a fast-paced environment

A positive attitude and willingness to do whatever it takes to get the job done

Preferred

4-year college degree

2 to 3 years in a Customer Service capacity

Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude)

Adoptable to high pressure, achievement-oriented environment

High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone

Bilingual in English, Spanish a plus

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.