Customer Service Representative - Must Reside in Oklahoma

CVS Health • Work At Home-Oklahoma, OK

1d • $17 - $26

About The Position

CVS Health is seeking a compassionate, customer-focused Customer Service Representative to support members of benefit plans, employers, and healthcare providers. The representative helps customers understand their benefits and claims, resolves issues, documents outcomes, and directs customers to useful resources. The role requires empathy, adaptability, effective listening, and respectful communication to build trust and deliver customer satisfaction.

The representative researches customer issues, records interactions, maintains confidential patient information, and uses AI-enabled tools during training and servicing. Performance is evaluated based on customer satisfaction, first-contact issue resolution, interaction quality and accuracy, demonstration of CVS/Aetna values, and adherence to the assigned schedule. New colleagues receive orientation, role-specific training lasting 4 to 18 weeks, coaching, mentoring, and the equipment and resources needed to perform assigned work.

This is a full-time position for candidates who reside in Oklahoma. It pays $18.50 per hour, with a stated typical pay range of $17.00 to $25.65 per hour. Qualified new hires may receive a $2,000 sign-on bonus after nine months of service, subject to remaining continuously employed for at least 12 months. The role requires access to high-speed internet at the specified speeds with a wired Ethernet connection; hotspots, satellite, fixed wireless, and Wi-Fi are not permitted. Candidates must be willing to work specific hours with flexibility and adhere to the workplace model and any telework agreements.

Requirements

• At least 6 months of customer service experience.
• Basic computer skills.
• Must reside in Oklahoma.
• High school diploma, GED, or equivalent experience.
• Demonstrated empathy and effective communication skills.
• Respectful and kind demeanor, with an ability to advocate for customers.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple resources and tasks in a fast-paced environment.
• Adherence to the workplace model and any applicable telework agreements.
• Access to high-speed internet with at least 100 Mbps download and 25 Mbps upload, using a direct wired Ethernet connection to the modem/router; hotspots, satellite, fixed wireless, and Wi-Fi are not permitted.
• Willingness to use technology and AI as support tools.
• Willingness to work specific hours with flexibility.

Nice To Haves

• At least 1 year of customer service experience in a contact center environment, including calls, chats, or email correspondence depending on the role.
• At least 1 year of claims, provider, dental, medical, or other related healthcare experience.
• Microsoft Office experience.

Responsibilities

• Listen actively, advocate for customers, understand their needs, and provide guidance and support.
• Resolve customer inquiries and issues efficiently and document all interactions.
• Educate customers about available resources and help them navigate their options.
• Anticipate customer needs and provide proactive solutions to improve satisfaction.
• Collaborate with team members and other departments to address service issues and improve outcomes.
• Document customer correspondence and maintain confidential patient records.
• Use AI-enabled tools during training and customer service to improve efficiency, problem-solving, and customer experience.
• Follow policies, procedures, and the CVS/Aetna Code of Conduct.
• Adhere to the assigned work schedule.

Benefits

• Medical coverage.
• Dental coverage.
• Vision coverage.
• Paid time off.
• Retirement savings options.
• Wellness programs.
• Other resources, based on eligibility.
• Qualified new hires may receive a $2,000 sign-on bonus after 9 months of service, provided they remain continuously employed for at least 12 months.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED