At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.Position Summary
- Must reside in Arizona, California, Nevada, New Mexico or Texas.
- Responds to incoming inquiries via phone, email, or chat, providing prompt and helpful responses to customer questions, issues, and/or concerns.
- Assists customers with technical or product-related issues by guiding them through troubleshooting steps to resolve problems effectively.
- Helps process customer orders, track shipments, and facilitate returns or exchanges, including addressing any issues related to billing, shipping, or payment.
- Instructs customers on how to use products or services most effectively, offering tips, answering frequently asked questions, and providing step-by-step instructions when needed.
- Maintains records of customer interactions, including inquiries, complaints, and resolutions, to track trends, identify areas for improvement, and provide a comprehensive customer history for future reference.
- Identifies current inefficiencies, seeking input from relevant stakeholders and implementing effective solutions to successfully enhance the company's competitive advantage in the industry.
- Escalates issues to management or specialized departments for further investigation and resolution when customer problems cannot be resolved immediately.
- Assists new employees by providing guidance, sharing knowledge, and ensuring they understand certain processes and procedures.
- Contributes to the delivery of Customer Service onboarding orientations, training programs, in-services, and other programs as required.
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- Must reside in Arizona, California, Nevada, New Mexico or Texas.
- 1 year call center experience
- At least 6 months Health care experience
- Problem solving and decision making skills
- Certified Patient Care Representative (CPCR)
- Behavioral health background
- Medicare background
- High school diploma or GED required.
40Time Type
Full timePay Range
The typical pay range for this role is:$17.00 - $31.30This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.Great benefits for great peopleWe take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:
- Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.