Position Summary: The Client Support Representative I (CSR I) is the important first-line of contact for our clients, setting the tone for how they view our company and services; while providing them with the right information at the right time to help resolve member related issues and concerns. This is an entry level position into Client Support. A level I CSR is expected to professionally handle a high volume of complex inbound calls from clients to ensure that issues are resolved both promptly and accurately, and in a manner that clients are able to understand while thoroughly and efficiently gathering member information, assessing and fulfilling plan participant needs, and educating the client/member where applicable to reduce the need for future contacts. Mentoring /coaching and intensive oversight is provided throughout the first 6 months.
The CSR I may also handle a high volume of correspondence to include but not limited to emails, faxes and written letters that are to be resolved both promptly and accurately and in a manner that clients/members are able to understand. The CSR I will continuously evaluate and identify opportunities to drive process improvements that positively impact the client/member experience and are required to provide that feedback/follow-up to their supervisor for review. A CSR I must also be able to effectively handle client and resolve issues/complaints while consistently demonstrating behaviors that contribute to Client Supports achievement of service level goals. CSR’s work collaboratively with internal/external business partners to provide solutions for members, by taking responsibility for following through, and bringing outstanding issues to closure on the initial contact with the client. The CSR I promotes a positive team environment, continuously seeking opportunities for developing professional expertise that support the goals and objectives of the company Required Qualifications: 3+ years of experience in a complex, high-impact customer interfacing role Preferred Qualifications: - PBM, retail, or healthcare experience
- Strong customer service skills, including courteous telephone etiquette and professionalism; and the ability to exhibit patience and empathy
- Strong oral, interpersonal, and written communication skills
- Ability to express assurance and confidence
- Demonstrates strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action
- Proven ability to multitask and meet deadlines
- PC proficiency in Windows-based applications and strong internet skills
- Team-oriented with the ability to work effectively with others Education: High School Diploma or GED required
Bachelor's degree preferred Business Overview:
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW
and EEO IS THE LAW SUPPLEMENT
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health
CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.
For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website: https://jobs.cvshealth.com/