Customer Relations Supervisor - Pharmacy Support

CVS Health; Rhode Island; Hybrid; USD 56,000 - 94,000; Full time

Job summary

CVS Health is seeking a Customer Relations Supervisor to lead a team of Pharmacy Technicians and Customer Relations Representatives in a fast-paced contact center environment. You will coach teams, drive service quality, and ensure regulatory compliance across multiple channels including phone, email, and escalation points.

The role emphasizes coaching, performance management, and collaboration with cross-functional teams to improve customer experience and operational outcomes.

Qualifications

• Experience in customer service environments, preferably in healthcare.
• Knowledge of HIPAA and patient privacy requirements is preferred.
• Experience leading, coaching, and developing teams in a call center.

Responsibilities

• Lead, coach, and develop a team of Pharmacy Technicians and Customer Relations Representatives.
• Monitor and improve key performance indicators such as service level, quality, and customer satisfaction.
• Provide coaching, feedback, and performance management to colleagues.
• Support frontline colleagues with guidance on complex inquiries and policy navigation.
• Manage and resolve escalated concerns across multiple channels.

Skills

Customer service

Retail healthcare

Team leadership

MS Office

Education

High School diploma/GED

Pharmacy Technician license (active in state)

Ability to obtain Rhode Island license

Tools

Verint

Avaya

IEX

Job description

CVS Health is seeking a Customer Relations Supervisor to lead a team of Pharmacy Technicians and Customer Relations Representatives in a fast-paced contact center environment. You will coach teams, drive service quality, and ensure regulatory compliance across multiple channels including phone, email, and escalation points.

The role emphasizes coaching, performance management, and collaboration with cross-functional teams to improve customer experience and operational outcomes.