Customer Relations Supervisor

Job not on LinkedIn

🔥 0 minutes ago

🐻 Alaska, Arizona, +12 more states – Remote

🐻 Alaska – Remote 🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🗻 New Hampshire – Remote 🌶️ New Mexico – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🍂 Massachusetts – Remote ⚓ Rhode Island – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote 🍁 Vermont – Remote

💵 $43.9k - $93.6k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Lead, coach, and develop a team of Pharmacy Technicians and Customer Relations Representatives in a high-volume contact center • Monitor and improve operational KPIs including service level, quality, customer satisfaction, productivity, adherence, attendance, and first call resolution • Provide coaching, feedback, and performance management • Support frontline colleagues with real-time guidance on complex inquiries, escalations, systems navigation, policies, procedures, and knowledge resources • Manage and resolve escalated customer concerns received through phone, email, Executive Office, internal business partners, and external vendors • Promote exceptional customer experiences while balancing customer needs with business objectives • Foster an inclusive, collaborative, and engaging team culture • Ensure compliance with CVS Health policies, HIPAA, and applicable state, federal, and regulatory requirements • Identify operational trends, customer pain points, and process improvement opportunities • Coordinate clinical and non-clinical interventions and resource allocation with leadership • Manage daily operations while balancing quality, efficiency, and customer experience • Maintain confidentiality when handling sensitive customer, patient, and business information • Partner with Operations, Pharmacy, Quality, Training, Workforce Management, Information Technology, and Vendor Management • Communicate organizational updates, process changes, technology enhancements, and priorities through meetings, huddles, coaching sessions, and colleague communications • Analyze operational performance and recommend improvement strategies • Promote accountability, innovation, adaptability, and continuous learning

🎯 Requirements

• Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance • Active Pharmacy Technician license in state of residence • Ability to obtain Rhode Island Pharmacy Technician license through application and fee • Minimum of one consecutive year experience in customer service • Ability to maintain a consistent, reliable, and stable internet connection • Internal colleagues must be in good standing to be considered • 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center • 2+ years of leading, coaching, and developing teams • 1+ year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint • Experience using call center technologies/applications such as Verint, Avaya, or IEX • Experience working with data and analytics • Organized and high energy • High School diploma, GED, or equivalent work experience is required • Pharmacy Technician license

🏖️ Benefits

• CVS Health bonus, commission or short-term incentive program in addition to base pay • Medical coverage • Dental coverage • Vision coverage • Paid time off • Retirement savings options • Wellness programs • Other resources supporting physical, emotional, and financial well-being • Comprehensive benefits package for eligible full-time colleagues