Customer Service Representative, Bilingual (Spanish)

CVS Health•Plantation, FL

1d•$17 - $28•Onsite

About The Position

The Customer Service Representative operates as a representative of CVS Health, answering and documenting incoming contacts to determine their nature and responding to complex calls. The role focuses on treating every member respectfully and kindly, thoroughly answering questions, and supporting a high level of customer satisfaction and loyalty. The representative evaluates relevant information and takes appropriate action to resolve member and customer inquiries, follows established procedures, and works with diverse teams and organizational departments to resolve issues promptly. The role also requires completing training on tools used to retrieve necessary information. The schedule is 40 hours per week, Monday through Friday, with shifts scheduled anytime between 7:00 a.m. and 6:00 p.m. Training lasts 16 weeks, runs from 8:00 a.m. to 4:30 p.m. EST, requires 100% attendance, and is conducted in-office. The anticipated start date is January 11, 2027.

Requirements

At least one year of experience in a customer service role handling and resolving a high volume of complex customer needs over the phone.
At least one year of work experience with Windows-based applications, including Windows, Microsoft Office, internet navigation, and email applications.
Spanish bilingual written and verbal proficiency.
High school diploma or equivalent work experience.

Nice To Haves

Healthcare work experience and familiarity with benefits, insurance, and medical terminology.
At least one year of experience in an inbound-call-focused call center setting.
Strong oral and written communication skills.
Strong analytical and problem-solving skills.
Active listening proficiency.
Ability to receive feedback and embrace continuous improvement.
Positive attitude and strong interpersonal skills.
Ability to show empathy toward customers' needs and concerns.
Desire to contribute to a positive team spirit.

Responsibilities

Answer and document incoming contacts, determine their nature, and respond to complex calls.
Treat members with respect and kindness and thoroughly answer their questions to support customer satisfaction and loyalty.
Evaluate appropriate data and determine and implement actions to resolve member and customer inquiries.
Follow established procedures to meet customer and member needs and support the company's brand recognition and competitive advantage.
Communicate with diverse work units and relevant organizational departments to ensure issues are resolved properly and promptly.
Complete required training to learn how to use tools to retrieve necessary information.