Senior Customer Care Representative

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CVS Health

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Retail • Pharmacy Benefits Management • Health Insurance • Health Care • Pharmacy

10,000+

Description

• Responsible for handling escalated calls and providing assistance to floor representatives. • Requires critical thinking and problem-solving skills. • Must calmly handle escalated callers and recommend options to resolve complaints. • Responsible for creating a positive work environment for call center representatives. • Will contact Account Managers when appropriate and enter PBO's.

Requirements

• 6+ Months experience as a CVS team lead on Aetna Commercial or experience handling and de-escalating member issues. • Strong oral, interpersonal, and written communication skills. • Strong customer service skills, including courteous telephone etiquette and professionalism. • Responsiveness to customers. • Demonstrates strong analytical skills. • Demonstrates reliability and compliance with scheduling standards. • PC proficiency in Windows-based applications and strong internet skills. • Team-oriented with the ability to work effectively with others. • Comfortable relating to customers in a patient, helpful way. • Self-directed and the ability to problem solve in a positive manner.

Benefits

• Full range of medical, dental, and vision benefits. • 401(k) retirement savings plan. • Employee Stock Purchase Plan. • Fully-paid term life insurance. • Short-term and long term disability benefits. • Well-being programs. • Education assistance. • Free development courses. • CVS store discount. • Paid Time Off (PTO) and paid holidays.