Customer Service Rep

Nashville Bar; Nashville (TN); On-site; Full time

Job summary

CVS Health is seeking customer service advocates to lead calls aimed at member retention and engagement. This full-time role requires strong interpersonal skills and empathy to enhance member experience. Candidates should be detail-oriented and able to multitask in a fast-paced environment, contributing positively to the team and achieving business goals.

Benefits

Affordable medical plan options

401(k) plan with matching contributions

Employee stock purchase plan

Paid time off and flexible work schedules

Tuition assistance

Qualifications

• Strong understanding of company products and services.
• Ability to engage with and build rapport with members.
• 2 to 3 years in a customer service capacity preferred.

Responsibilities

• Lead inbound and outbound calls for member engagement.
• Resolve member issues with empathy and problem-solving skills.
• Utilize CRM systems to track call details and outcomes.

Skills

Customer Service Skills

Empathy

Attention to Detail

Interpersonal Skills

Multitasking

Education

High School Diploma or equivalent

4-year college degree (preferred)

Tools

Microsoft Office

Job description

At CVS Health, we're building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation's leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues - caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

Overview:

This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills.

Job Responsibilities:

• Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business.

• Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time.

• Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood.

• Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference.

• Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning.

• Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)

• Work effectively within a team and across the organization, to further the goals of the business.

• Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching's etc.

• Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication.

• Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills

• Other duties as assigned

Required Qualifications

Accountabilities:

• Strong understanding of products, services, and processes offered by the company

• Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics

• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members' lives.

• Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives

• Displays empathy and resilience when dealing with our members who need help

• Gains our members trust and respect by establishing and maintaining effective relationships

• Attention to detail and excellent interpersonal skills

• Discretion in handling and communicating sensitive information

• Ability to manage multiple projects at once in a fast-paced environment

• A positive attitude and willingness to do whatever it takes to get the job done

Preferred Qualifications

4-year college degree

• 2 to 3 years in a Customer Service capacity

• Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. "Customer is always right" attitude)

• Adoptable to high pressure, achievement-oriented environment

• High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone.

• Bilingual in English, Spanish a plus

Education
High School Diploma or equivalent experience in a customer service capacity

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$17.00 - $25.65

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 06/13/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.