Supervisor, Customer Relations

CVS Health; United States; On-site; USD 44,000 - 94,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Retirement savings options

Wellness programs

Job summary

CVS Health is seeking a Customer Relations Supervisor to lead a team of Pharmacy Technicians and Customer Relations Representatives within our fast-paced retail pharmacy contact center. You will coach staff, monitor performance, and ensure delivery of outstanding customer service across calls, email, and other channels.

In this role, you will drive continuous improvement, manage escalations, ensure HIPAA compliance, and partner with Operations, Pharmacy, and IT to balance customer experience

Qualifications

• High School diploma or equivalent is required.
• Active Pharmacy Technician license in state of residence.
• Pharmacy Technician license is required for this role.

Responsibilities

• Lead, coach, and develop a team in a high-volume contact center.
• Drive performance metrics: service level, quality, CSAT, productivity.
• Provide ongoing coaching and performance management.
• Support frontline colleagues with guidance on inquiries and policies.
• Resolve escalated customer concerns with root-cause analysis.
• Ensure HIPAA compliance and align with regulatory requirements.
• Collaborate with Operations, Pharmacy, Quality, Training, IT, and Vendors.
• Communicate updates and priorities through meetings and communications.
• Identify trends and opportunities for process improvements.

Skills

Leadership

Coaching

Customer service

Call center ops

Data analytics

MS Office

Verint/Avaya/IEX

Education

Pharmacy Technician license

High School diploma

Tools

MS Office Suite

Verint

Avaya

IEX

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

The Customer Relations Supervisor provides day-to-day leadership, coaching, and operational oversight for a team of Pharmacy Technicians and Customer Relations Representatives supporting CVS Health’s retail pharmacy operations. This role is responsible for ensuring the delivery of exceptional customer service across multiple communication channels, including high-volume inbound calls, outbound customer outreach, email correspondence, and escalated customer concerns received through the 1-800-SHOP-CVS line, Executive Office, internal business partners, and vendor relationships.

Operating in a fast-paced contact center environment, the Supervisor serves as both a people leader and customer advocate by developing high-performing teams, driving operational excellence, and ensuring consistent execution of customer service standards. The Supervisor provides real-time guidance and coaching, supports complex customer escalations, and ensures colleagues have the tools, knowledge, and resources necessary to resolve issues accurately and efficiently.

This position requires strong leadership, critical thinking, decision-making, and communication skills to balance customer experience, operational performance, regulatory compliance, and business objectives. The Supervisor fosters a culture of accountability, inclusion, continuous improvement, and collaboration while ensuring compliance with CVS Health policies, patient privacy requirements, and applicable state and federal regulations.

Work Schedule

Sunday, 10:00 AM - 6:30 PM ET, Monday -Thursday, 10:30 AM - 7:00 PM ET

Responsibilities

• Lead, coach, and develop a team of Pharmacy Technicians and Customer Relations Representatives in a high-volume, customer-focused contact center environment.
• Drive operational performance by monitoring and improving key performance indicators including service level, quality, customer satisfaction, productivity, adherence, attendance, first call resolution, and other operational metrics.
• Provide ongoing coaching, feedback, and performance management to promote colleague development, accountability, and continuous improvement.
• Support frontline colleagues with real-time guidance on complex customer inquiries, escalated issues, systems navigation, policies, procedures, and knowledge resources.
• Manage and resolve escalated customer concerns received through phone, email, Executive Office, internal business partners, and external vendors, identifying root causes and implementing effective resolutions.
• Ensure exceptional customer experiences by promoting empathy, professionalism, and timely issue resolution while balancing customer needs with business objectives.
• Foster an inclusive, collaborative, and engaging team culture that reflects CVS Health’s values and commitment to diversity, equity, and inclusion.
• Ensure compliance with CVS Health policies, patient privacy regulations (HIPAA), and all applicable state, federal, and regulatory requirements.
• Identify operational trends, customer pain points, and process improvement opportunities, partnering with cross-functional teams to implement innovative, customer-centric solutions.
• Assess clinical and non-clinical support needs and collaborate with leadership to coordinate timely interventions and appropriate resource allocation.
• Prioritize competing business demands by balancing quality, efficiency, and customer experience while effectively managing daily operations.
• Maintain confidentiality and exercise sound judgment when handling sensitive customers, patient, and business information.
• Partner with internal departments including Operations, Pharmacy, Quality, Training, Workforce Management, Information Technology, and Vendor Management to support business initiatives and operational improvements.
• Communicate organizational updates, process changes, technology enhancements, and business priorities through team meetings, huddles, coaching sessions, and ongoing colleague communications.
• Analyze operational performance and recommend strategies to improve customer satisfaction, colleague engagement, quality, and overall business outcomes.
• Promote a culture of accountability, innovation, adaptability, and continuous learning while recognizing and developing colleague strengths.

Required Qualifications

• Resident of Alaska, Arizona, Florida, Idaho, Illinois, Massachusetts, New Hampshire, New Mexico, North Carolina, Ohio, Rhode Island, Tennessee, Texas or Vermont due to regulatory compliance
• Active Pharmacy Technician license in state of residence
• Ability to obtain Rhode Island Pharmacy Technician license through application and fee
• Minimum of one consecutive year experience in customer service
• Ability to maintain a consistent, reliable, and stable internet connection
• Internal colleagues must be in good standing to be considered
• 1+ year(s) of experience in retail healthcare, preferably in a high-volume call center
• 2+ years of leading, coaching, and developing teams
• 1+ year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint
• Experience in use of call center technologies/applications such as Verint, Avaya, or IEX
• Experience working with data and analytics
• Organized and high energy

Education

• High School diploma, GED, or equivalent work experience is required.
• Pharmacy Technician license

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

$43,888.00 - $93,574.00

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.

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

We anticipate the application window for this opening will close on: 09/05/2026