Senior Assistant, Client and Colleague Support (Tier 2)-12

CVS Health; Florida; Hybrid; USD 23,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking a Client and Colleague Support Senior Assistant to partner with Supervisors and Team Leads to manage escalations from Health Plans, internal teams and Call Center units. This role delivers timely, accurate, high-quality support by providing information, feedback, and resolutions to clients and colleague inquiries.

We expect 2+ years of customer service experience, strong communication skills, and a dedicated home workspace.

Qualifications

• 2+ years of customer service experience

Responsibilities

• Handle escalations from Health Plans, internal teams, and Call Center teams
• Provide timely, accurate information, feedback, and resolutions to clients and colleagues
• Update Health Plan follow-up comments and reimbursement claims
• Perform offline work such as address validation and returned mail processing
• Respond to escalation emails within SLA (24–48 hours)

Skills

Customer service

Email support

Communication skills

Interpersonal skills

Problem solving

Time management

Teamwork

Remote work ability

Education

Associate’s degree

Verifiable High School diploma, GED, or equivalent work experience

Tools

Microsoft Office Suite

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

As a Client and Colleague Support Senior Assistant, you will partner closely with the Supervisor and Team Leads to manage daily escalations from Health Plans, internal teams and Call Center teams. This role is responsible for delivering timely, accurate, and high-quality support by providing information, feedback, and resolutions to clients and colleague inquiries. Senior Assistants support the Supplemental Benefits team by investigating, completing and responding to escalation emails, updating Health Plan follow‑up comments, reimbursement claims and performing additional offline work such as address validation, returned mail processing, and special projects as requested. All assigned work is expected to be completed within established service level targets of 24–48 hours. This role also supports a culture of inclusion and respect and ensures all work is performed in alignment with CVS Health policies, values, and applicable state, federal, and regulatory requirements. The position offers two shifts and requires flexibility between 8:00 AM and 8:00 PM ET during peak business periods. This role is WFH 9:30-6pm.

Required Qualifications

• 2+ years of customer service experience
• 2+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint
• Must have a dedicated, work-from-home space, free of distractions
• Ability to maintain a consistent, reliable, and stable internet connection
• Strong interpersonal and relationship building skills
• Experience with Email support
• Excellent oral, written, and interpersonal communication skills
• Good problem solving and critical thinking skills with focus on issue resolution and client/colleague satisfaction.
• Ability to work in a structured, fast paced call center environment
• Ability to work well with others
• Internal colleagues must be in good standing to be considered
• Must be able to communicate effectively with all levels and prepare effective written documents

Preferred Qualifications

• Experience in use of call center technologies/applications
• Experience working in a call center environment

Education

Associate’s degree

Verifiable High School diploma, GED, or equivalent work experience

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. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

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
• other resources

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: 11/30/2026. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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.