Customer Service Supervisor - Express Scripts - Remote

Cigna Healthcare•North Carolina Work at Home, NC

1d•$51,700 - $86,100•Remote

About The Position

As a Customer Service Supervisor, you will lead a team of contact center representatives who support patients and providers with pharmacy needs. You will coach and develop employees, manage daily team operations, and help ensure service and performance goals are met. This role is a fit for a hands-on leader who enjoys developing employees, resolving customer issues, and working with others to improve the customer and client experience. The role may be performed at home occasionally or permanently. Home internet must be provided through cable broadband or fiber optic service, with speeds of at least 10 Mbps download and 5 Mbps upload. The regular shift must fall within the department’s hours of operation: Sunday through Saturday, 7:00 a.m. to 12:00 a.m. EST. The anticipated annual salary is $51,700–$86,100, depending on relevant factors including experience and geographic location. The position is also anticipated to be eligible for an annual bonus plan.

Requirements

High school diploma or GED required.
Strong communication and people leadership skills.
Ability to coach, develop, and provide clear feedback to employees.
Strong problem-solving skills and ability to make sound decisions.
Ability to handle difficult conversations professionally.
Ability to work well with leaders and other departments to solve customer and business issues.
Strong computer skills, including Microsoft Office and Excel.
Ability to adapt to changing priorities in a fast-paced environment.
Must be able to work a regular shift within the department's hours of operation: Sunday through Saturday, 7:00 a.m. to 12:00 a.m. EST.
If working at home occasionally or permanently, must have cable broadband or fiber optic internet with speeds of at least 10 Mbps download and 5 Mbps upload.

Nice To Haves

Bachelor’s degree preferred.
Two or more years of frontline leadership or supervisory experience preferred.
Experience in pharmacy benefit management (PBM), specialty medications, healthcare, or a related industry preferred.

Responsibilities

Lead and support a team of 20 or more virtual customer service representatives to meet quality, service, and productivity goals.
Conduct proactive call monitoring and data analysis to promptly detect emerging service issues and trends.
Coach employees through regular feedback, performance discussions, and development opportunities.
Manage daily workflow and assign work based on business needs.
Handle escalated customer issues and support timely, effective resolutions.
Partner with other teams to improve the patient, prescriber, and client experience.
Identify opportunities to improve processes and team performance.
Support the hiring, training, and onboarding of new team members.
Create a positive team environment that promotes accountability, collaboration, and strong performance.