Customer Service Representative- Accident and Health Franklin, TN.

CVS Health Corporation; Franklin (VA); On-site; USD 23,000 - 39,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Paid time off

Retirement savings options

Job summary

CVS Health Corporation is seeking a full-time Customer Service Representative to handle incoming calls, document interactions, and coordinate service recovery while upholding quality and compassion.

The role requires 6+ months of call center or customer service experience, basic computer skills, and excellent communication. You will help members understand A&H and FE plans and maintain confidential records.

Qualifications

• Minimum of 6+ months of previous call center experience or customer service.
• Basic computer proficiency; navigate multiple software applications and use telephone systems with accuracy.
• Excellent verbal and written communication, active listening, and ability to convey information clearly.

Responsibilities

• Answer and document incoming contacts to determine their nature and respond to complex calls.
• Ensure high customer satisfaction and loyalty by showing respect and kindness.
• Identify data to determine appropriate action to resolve complaints and coordinate service recovery.
• Follow procedures to meet member needs and enhance CVS Health's brand recognition.
• Explain A&H and FE plans to help members understand coverage.
• Communicate with diverse units to resolve issues quickly.
• Recall information using available tools and document all customer correspondence.
• Meet all company metrics and maintain confidential patient records.

Skills

Call center experience

Customer service

Multitasking

Education

High school diploma or up to 1 year equivalent experience

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 ourselvesaccountable 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

• Operates as a representative of the company by answering and documenting all incoming contacts to determine their nature while responding to complex calls related to specialized services.

• Ensures that every member is shown respect and kindness and that all questions are thoroughly answered to ensure a high level of customer satisfaction and loyalty.

• Identifies and evaluates appropriate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

• Follows established procedures to meet customer/member needs and successfully enhance the company’s brand recognition and competitive advantage in the industry.

• Handles the answering of questions regarding A&H and FE plans so that our members better understand their coverage.

• Communicates effectively with diverse work units and relevant organizational departments to ensure that issues are properly and quickly resolved.

• Performs required tasks using tools available to recall necessary information.

• Documents all customer correspondence and maintains confidential records of patient information.

• Required to meet all company set metrics.

• First call resolution mind set.

Required Qualifications

• Minimum of 6+ months of previous call center experience or customer service.

Minimum of 6+ months of experience demonstrating basic computer proficiency, including the ability to navigate multiple software applications, use telephone systems effectively, and perform routine computer-based tasks with accuracy and efficiency.

Multitasking capability with superb time management.

Preferred Qualifications

• Experience with accident and health and whole life insurance

• Claims experience

• Working knowledge of problem solving and decision making skills

• Multitasking capability with superb time management.

• Excellent verbal and written communication, active listening, and the ability to express information clearly.

• Patience, empathy, and the ability to handle difficult customers professionally.

Education

• High school diploma or up to 1 year equivalent experience.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is:

$17.00 - $28.46

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.

We anticipate the application window for this opening will close on: 10/06/2026

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