Bringing Our Heart to Customer Service Excellence
At CVS Health, our purpose is clear: we're dedicated to bringing our heart to every moment of your health. As a leader in the healthcare industry, we're committed to delivering enhanced human-centric health care that's personal, convenient, and affordable. Our Heart At Work Behaviors guide our actions, ensuring that how we deliver our services is just as important as what we deliver. We're seeking a skilled and experienced Customer Service Supervisor to join our team on a fully remote basis, playing a crucial role in transforming our customer service experience.
About the Role: Shaping Customer Experience and Team Success
As a Customer Service Supervisor, you will be responsible for overseeing the overall supervision of our Customer Service team, ensuring that our members and providers receive exceptional service. You'll be accountable for driving member/provider satisfaction, retention, and growth by efficiently delivering competitive services. Your leadership will be instrumental in developing, motivating, and coaching our team to deliver outstanding customer experiences.
Key Responsibilities: Leading with Excellence
- Supervise Customer Service employees, providing guidance on work procedures, call handling, and teamwork to ensure excellent customer service.
- Be visible and available to staff, answering questions, monitoring calls, and providing ongoing feedback to enhance performance.
- Utilize incentive programs to reward, recognize, and celebrate team and individual successes, fostering a positive and productive work environment.
- Assess individual and team performance regularly, providing candid and timely feedback on developmental and training needs.
- Monitor performance measures such as daily stats and schedule adherence, allocating resources to meet volume and performance demands.
- Develop and maintain strong collaborative relationships with internal business partners and constituents to achieve common service center objectives.
- Remove barriers to job performance, ensure regulatory compliance, and attract, select, and retain high-caliber, diverse talent.
- Act as a liaison between staff and other areas, including management, provider teams, and other segments, communicating workflow results, ideas, and solutions.
Essential Qualifications: The Foundation for Success
To excel in this role, you will need:
- 3-5 years of Call Center Experience, with a deep understanding of customer service dynamics.
- 1-3 years of Supervisory Experience in a highly transactional organization, demonstrating your ability to lead and manage teams effectively.
- 1+ years of data analysis experience working in Microsoft Excel, with the ability to create charts and pivot tables from raw data.
- High-speed internet access (25 mbps or higher) and a router located in a place where you can set up and work with a direct connection (NOT WI-FI), using an ethernet cord directly from your computer to the router.
Preferred Qualifications: Enhancing Your Profile
While not mandatory, having the following qualifications can further enhance your candidacy:
- Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase, showcasing your technical versatility.
- Experience with Project Management, LEAN, and Six Sigma methodologies, highlighting your ability to drive process improvements.
- A background in education that includes a HS Diploma, with potential for further education or certifications.
Skills and Competencies: The Keys to Success
To thrive as a Customer Service Supervisor, you will need to possess:
- Strong leadership and team management skills, with the ability to motivate and coach team members.
- Excellent communication and interpersonal skills, facilitating effective collaboration with internal stakeholders.
- Analytical and problem-solving skills, with the ability to interpret data and drive informed decisions.
- A customer-centric approach, with a passion for delivering exceptional customer experiences.
Career Growth Opportunities and Learning Benefits
At CVS Health, we're committed to your growth and development. As a Customer Service Supervisor, you'll have access to:
- Comprehensive training programs, equipping you with the skills and knowledge needed to excel in your role.
- Career advancement opportunities, allowing you to progress within the organization and take on new challenges.
- Professional development courses, supporting your ongoing learning and skill enhancement.
Work Environment and Company Culture
As a fully remote employee, you'll enjoy the flexibility and autonomy of working from home. Our company culture is built on our Heart At Work Behaviors, promoting a collaborative, inclusive, and supportive work environment. You'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and making a positive impact in the healthcare industry.
Compensation, Perks, and Benefits
We offer a competitive salary, with a pay range of $40,600.00 - $75,000.00, depending on your experience and qualifications. In addition to your base salary, you'll be eligible for a CVS Health bonus, commission, or short-term incentive program. Our comprehensive benefits package includes:
- Medical, dental, and vision benefits, ensuring your overall well-being.
- A 401(k) retirement savings plan and Employee Stock Purchase Plan, supporting your long-term financial goals.
- A fully-paid term life insurance plan, providing peace of mind for you and your loved ones.
- Short-term and long-term disability benefits, protecting your income in the event of illness or injury.
- Numerous well-being programs, education assistance, and free development courses, promoting your personal and professional growth.
- A CVS store discount and discount programs with participating partners, offering you exclusive savings and perks.
- Paid Time Off (PTO) and paid holidays throughout the calendar year, allowing you to recharge and enjoy time with family and friends.
Join Our Team: Make a Meaningful Impact
If you're a motivated and experienced leader with a passion for customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Supervisor at CVS Health, you'll play a critical role in shaping our customer experience and driving business success. With our comprehensive benefits package, career growth opportunities, and flexible remote work arrangement, you'll be well-equipped to thrive in this role. Apply now and join our team of dedicated professionals who are bringing their heart to every moment of health care.
Apply Now