Customer Service Representative

CVS Health; Idaho; Hybrid; USD 21,000 - 30,000; Full time

Job summary

CVS Health is seeking a compassionate, customer-obsessed Customer Service Representative to assist customers including members, employers, doctors, and providers with their benefits and claims. You will educate customers about benefits, resolve issues, and guide them to resources while maintaining empathy and high service standards.

The role emphasizes active listening, effective communication, and collaboration with teams to ensure issue resolution and customer satisfaction, with a focus on

Qualifications

• 6+ months of customer service experience.
• Basic computer skills.
• Must work in Pacific Standard Time or Mountain Standard Time.

Responsibilities

• Actively listen and advocate for customers, understand their needs and provide guidance and support.
• Resolve customer inquiries and issues efficiently while documenting all interactions.
• Educate customers about available resources and assist them in navigating their options.
• Anticipate customer needs and provide proactive solutions to enhance satisfaction.
• Collaborate with team members and other departments to address service issues and improve outcomes.
• Document all customer correspondence and maintain confidential records of patient information.
• Utilize AI-enabled tools during training and servicing to improve efficiency and enhance customer experience.
• Follow policies, procedures, and the CVS/Aetna Code of Conduct.

Skills

Customer service experience

Basic computer skills

Tools

Microsoft Office

Job description

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary:

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers. Our customers include members of our benefit plans, employers that offer benefits, and doctors, hospitals, and other healthcare providers. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well‑being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions.

As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.

Key Responsibilities:

• Actively listen and be an advoc ate for customers,understand their needs and provide guidanceand support

• Resolve customer inquiries and issues efficiently while documenting all interactions.

• Educate customers about available resources andassistthem in navigating their options.

• Anticipate customer needs and provide proactive solutions to enhance satisfaction.

• Collaborate with team members and other departments to address service issues and improveoutcomes.

• Document all customer correspondence andmaintainconfidential records of patient information.

• Utilize AI-enabled tools during training and servicing to improve efficiency, support problem‑solving, and enhance customer experience.

• Follow policies, procedures, and the CVS/Aetna Code of Conduct.

Your performance will be measured by:

• C ustomer satisfaction with the service you provide.

• Demonstrating CVS/Aetna’s Values in Action behaviors includecaring, beingaccountable,innovating with purpose,and prioritizingsafety andquality.

• Your ability to resolve customer issues the first time they call.

• Service with Heart Quality and accuracy of interactionsand empathywith customers.

• Reporting to work and adhering to your assigned schedule.

Our Leadership and Welcome Teams will help you succeed by providing:

• New colleague orientationto learn about our company and your role.

• Engaging and comprehensive training ranging from 4 to18 weeksdepending on thecustomerssupported.

• A supportive and inclusive culture that will allow for continuous learning and growth.

• Ongoing coachingand mentoringsupport.

• Equipment and resources needed to complete assigned work.

Key Competencies and Behavioral Requirements:

• Demonstrated empathy and effective communication skills.

• Respectful and kind demeanor in all communicationswhile being an advocate for our customers

• Strong problem-solving and decision-making abilities.

• Ability to manage multiple resources and tasks in a fast-paced environment.

This position pays $18.50/hour.

Qualified new hires are eligible for a $2,000 sign-on bonus after 9 months of service. Must remain continuously employed for a minimum 12 months.

Required Qualifications:

• 6+monthsof customer service experience

• Basic computer skills

• Must work in Pacific Standard Time or Mountain Standard Time

Preferred Qualifications:

• 1+ years of customer service experience in acontactcenter environment, which may include calls, chatsor email correspondence depending on role

• 1+ years of claims, provider, dental,medicalorother relatedhealthcareexperience

• Microsoft office experience preferred

Education:

High School Diploma, GED, or equivalent experience.

You must have:

• Adherence to workplacemodeland potential telework agreements.

• High-speed internet(100 Mbps download | 25 Mbps upload)accesswith a direct wired ethernet connection to modem/router. Hotspots, Satellite, Fixed Wireless, andWiFiare notpermitted.

• Willingness toleveragetechnology and AI as keysupport tools.

• Willingness to work specific hours with flexibility.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $31.30

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.

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments (https://learn.bswift.com/cvshealth-mainland) .

This job does not have an application deadline, as CVS Health accepts applications on an ongoing basis.

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

CVS Health is an equal opportunity/affirmative action employer, including Disability/Protected Veteran committed to diversity in the workplace.