Customer Service Rep -Specialty Mail
Location:
Buffalo Grove , Illinois
Posted:
October 16, 2017
Reference:
670499BR
Position Summary:
The Customer Care Representative (CCR) is an important first-line of contact with our customers, setting the tone for how our company and services are experienced. They provide participants with the right information at the right time to help them make better decisions about their health and healthcare. The fast-paced deadline-driven position requires
attention to detail and the ability to multi-task. The CCR promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and
aligns to the goals and objectives of the company.


The CCR professionally handles a high volume of complex inbound calls and may also include correspondence to include emails, faxes or written letters. They ensure questions and issues are resolved both promptly and accurately and in a manner that participants can understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way. A CCR must also be able to handle complaints effectively while consistently demonstrating behaviors that contribute to Care’s achievement of service level goals. CCR’s work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.

Required Qualifications:
Healthcare related experience, certifications and/or licensure

• Ability to identify process improvements

• 1 year of call center experience

• PC proficiency in Windows-based applications and internet skills


Preferred Qualifications:
• Minimum of 3 years tenured experience in a customer service environment including retail or any high impact customer service role

• Strong written, interpersonal, and oral communication skills

• Strong customer service skills exhibiting a courteous telephone etiquette, patience, and professionalism

• Ability to provide empathetic services to our customers

• Demonstrable responsiveness and reliability as attendance is an essential to the function of the position

• Team-oriented and the ability to work with others

• Self-directed and the ability to problem solve

• Ability to apply knowledge and skills learned in training





Education:
Verifiable High School diploma or GED is required.

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 AA EEO CVS Health

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/

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