Help Desk- Pharmacy Technician, Customer Relations

CVS Health•Work At Home-Florida, FL

3d•$17 - $31•Remote

About The Position

The Customer Relations Help Desk Coordinator is a customer service–focused role supporting CVS retail pharmacy operations through both frontline and escalated inquiry resolution. This position manages inbound customer interactions via the 1-800-SHOPCVS line while also assisting with complex escalations from customers, patients, internal teams, and vendor partners, including Executive Office complaints. In a fast-paced contact center environment, the coordinator serves as both a customer advocate and a colleague resource. Responsibilities include researching and resolving customer concerns by interpreting and applying company policies and procedures, identifying root causes, and delivering effective, case-specific solutions. The role also provides real-time support to frontline agents by guiding them to appropriate tools, systems, and knowledge resources to ensure accurate and efficient issue resolution. This position requires strong verbal and written communication skills, critical thinking, and sound decision-making with limited guidance. The coordinator must demonstrate adaptability, effective time management, and the ability to handle escalated calls or correspondence requiring creative problem-solving. Success in this role depends on maintaining a positive, solutions-oriented approach while consistently delivering an exceptional customer experience aligned with CVS Health’s purpose and values.

Requirements

Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance
Active Pharmacy Technician license in state of residence
Ability to obtain Rhode Island Pharmacy Technician license through application and fee
Minimum of 1 consecutive year of customer service experience
Excellent communication, organization, and follow-up skills
Ability to clearly explain program and policy details verbally and in writing
Strong PC skills, including the ability to navigate multiple applications simultaneously
Proficiency with Microsoft Windows-based applications and Microsoft Office
Flexibility in work schedule and ability to successfully complete a paid company training program
Ability to work independently in a home-based environment
Strong time management skills and self-motivation
Ability to adapt to changing business needs
Willingness to be trained in additional skills to support business requirements
Ability to use a CVS Health–provided webcam during work hours
Availability to work during hours of operation, including weekend coverage as required
Minimum 50 Mbps download / 10 Mbps upload internet service (when available)
Internet service may require upgrades to support required systems
Personal hotspots and public Wi-Fi are not permitted
Colleagues must be physically connected via ethernet cable while working
Verifiable High School Diploma, GED, or equivalent experience

Nice To Haves

Prior CVS Customer Relations knowledge
1+ years experience in high volume inbound call center or customer service experience (call center, retail, hospitality)
Internal colleagues must be in good standing to be considered
Retail Customer Care experience
Bilingual in Spanish
Prior inbound call center experience
Previous work-from-home experience
Prior retail or pharmacy experience

Responsibilities

Manage inbound customer interactions via the 1-800-SHOPCVS line.
Assist with complex escalations from customers, patients, internal teams, and vendor partners, including Executive Office complaints.
Research and resolve customer concerns by interpreting and applying company policies and procedures.
Identify root causes of customer issues and deliver effective, case-specific solutions.
Provide real-time support to frontline agents by guiding them to appropriate tools, systems, and knowledge resources.
Ensure accurate and efficient issue resolution for customers.
Handle escalated calls or correspondence requiring creative problem-solving.
Maintain a positive, solutions-oriented approach.
Consistently deliver an exceptional customer experience aligned with CVS Health’s purpose and values.