Customer Service Representative (Sunday, Monday, Tuesday, Wednesday and Saturday, 11:30am-8pm EST)
About The Position
CVS Health is hiring a Customer Service Representative to support members in a fast-paced and emotionally sensitive setting. The role is suited to someone with strong interpersonal skills, an interest in mental wellness advocacy, and comfort using digital platforms. The representative answers member questions, maintains records, provides introductory information about benefits and resources, and helps resolve concerns. This is a fully remote position aligned to a 24-hour call center operation. The required schedule is 11:30 a.m.–8 p.m. EST on Sunday, Monday, Tuesday, Wednesday, and Saturday. Employees must support holiday coverage at reduced staffing levels, working some holidays and observing the holiday on others. The position is full-time, with 40 anticipated weekly hours.
Requirements
- 1–3 years of call center and/or customer service experience.
- Active listening skills to effectively assist members who may be upset.
- Basic computer knowledge and technical skills for using IP phones, customer records management systems, word processing, databases, and email/chat programs.
- A private, confidential workspace free from distractions.
- Time management skills to promptly respond to emails, calls, and chat messages.
- Ability to work 11:30 a.m.–8 p.m. EST on Sunday, Monday, Tuesday, Wednesday, and Saturday.
- High school diploma or equivalent.
Nice To Haves
- Background in mental health or human services.
- One to three years of healthcare experience.
- Bilingual or multilingual skills.
Responsibilities
- Take inbound calls from members and identify effective ways to answer their questions.
- Maintain member records in the member management system.
- Provide introductory information and connect members with appropriate benefits or external resources.
- Send outbound emails to members as needed.
- Help members troubleshoot issues and de-escalate situations when needed.
- Escalate queries and concerns when necessary.
- Handle complaints and inquiries to support member satisfaction with products and services.
- Share solutions and processes with the customer service team.
- Demonstrate CVS Core values in each interaction.
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Paid time off
- Retirement savings options
- Wellness programs
- Other resources, based on eligibility
- Eligibility for a CVS Health bonus, commission, or short-term incentive program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
