EISM Supervisor

CVS Health Corporation; Hartford, Northern (CT, KY); Hybrid; USD 44,000 - 94,000; Full time

Benefits offered by this job

Comprehensive benefits package

Bonuses and incentives

Hybrid work model

Job summary

CVS Health Corporation in Hartford is seeking a strategic customer service leader to guide a high-performing team and drive a culture of accountability and continuous improvement. You will apply pharmacy and service operations expertise to shape service strategies, mentor staff, and collaborate across sales, operations and marketing to ensure a seamless customer journey.

This hybrid role is based in Hartford, CT.

Qualifications

• 2+ years of medical and/or pharmacy experience.
• GPS - Compass Trained, Rumba, and WebCCI experience.
• Strong teamwork and collaboration skills.

Responsibilities

• Provide strategic leadership to deliver exceptional customer experiences by guiding a high-performing service team.
• Mentor staff on customer service procedures, communication techniques, and sales approaches.
• Collaborate with management on hiring, training, and coaching initiatives; design training programs to enhance product knowledge.

Skills

Medical or pharmacy experience

GPS - Compass Trained

Rumba

WebCCI

Teamwork

Education

Post secondary / high school education or specialized training

Tools

Compass

Rumba

WebCCI

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

Provides strategic leadership to deliver exceptional customer experiences by guiding a high‑performing service team and fostering a culture of accountability, quality, and continuous improvement. Leverages extensive experience within pharmacy service operations and frontline customer support to shape and execute effective service strategies. Oversees daily performance, advises team members on achieving and exceeding goals, and conducts analysis of call recordings, customer feedback, and service metrics to identify improvement opportunities. Partners with management on hiring, training, and coaching initiatives that build departmental capability, while personally mentoring less experienced staff on customer service procedures, communication techniques, and sales approaches. Designs and coordinates comprehensive training programs to enhance product knowledge which includes PBM, problem‑solving abilities, and conflict‑resolution skills. Leads cross‑functional collaboration across sales, operations, and marketing to ensure a seamless and consistent customer journey and educates teams on integrating technology solutions that elevate service processes. Applies a customer‑centric mindset and solutions‑driven leadership to drive service quality, operational efficiency, customer loyalty, and overall organizational success.

This role will be hybrid in our Hartford office, located at 151 Farmington Ave, Hartford, CT 06156.

Required Qualifications

• 2+ years of medical and/or pharmacy experience.
• 1+ years of GPS - Compass Trained, Rumba, WebCCI.
• Working knowledge of collaboration and teamwork.
• Working knowledge of execution and delivery (planning, delivering, and supporting) skills.
• Working knowledge of business intelligence.
• Working knowledge of problem solving and decision‑making skills.
• Adept at growth mindset (agility and developing yourself and others) skills.

Preferred Qualifications

• Working knowledge of collaboration and teamwork.
• Working knowledge of execution and delivery (planning, delivering, and supporting) skills.
• Working knowledge of business intelligence.
• Working knowledge of problem solving and decision‑making skills.
• Certified Customer Service Professional (CCSP) preferred.

Education

Post secondary / high school education or specialized training, i.e., technical/vocational programs.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $43,888.00 - $93,574.00 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 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: 09/26/2026

Our Work Experience is the combination of everything that’s unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.