The Senior Rep Customer Care acts as the important escalation, resolution, and consultative contact with both customers and Customer Care Representatives, maintaining the tone for how members view our company and services; providing members with the right information at the right time to help them make better decisions about their health and healthcare. The Senior Rep Customer Care handles complex in-house and participant inquiries and escalates participant calls that require additional research and follow-up beyond the scope of the inbound CCR.
The Senior Rep responsibilities may also include identifying and forwarding coaching opportunities, customer concerns, and trends to supervisors regarding processes and procedures; the Senior Rep Customer Care interacts with various departments as part of resolving participant needs. It is paramount that they maintain a strong understanding of all Customer Care, Mail Service, and Plan Design information. High levels of reliability, professionalism, customer focus, problem-solving and team orientation must be exhibited to ensure success in this position.
Call Center experience. Excellent communication skills (verbal, written, grammar and listening).
Experience using MS Office and other Windows-based computer applications.
Prefer at least 3 years of experience in a complex, high impact customer service role, preferably in a healthcare related field, with 1-2 years of Customer Care experience with Caremark.
High School Diploma or GED required
Bachelor's Degree a plus.
It’s a new day in health care.
Combining CVS Health and Aetna was a transformative moment for our company and our industry, establishing CVS Health as the nation’s premier health innovation company. Through our health services, insurance plans and community pharmacists, we’re pioneering a bold new approach to total health. As a CVS Health colleague, you’ll be at the center of it all.
We offer a diverse work experience that empowers colleagues for career success. In addition to skill and experience, we also seek to attract and retain colleagues whose beliefs and behaviors are in alignment with our core values of collaboration, innovation, caring, integrity and accountability.
CVS Health is an equal opportunity/affirmative action employer. Gender/Ethnicity/Disability/Protected Veteran – we highly value and are committed to all forms of diversity in the workplace. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities. We comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT. We provide reasonable accommodations to qualified individuals with disabilities. If you require assistance to apply for this job, please contact our Advice and Counsel Reasonable Accommodations team. Please note that we only accept applications for employment via this site.
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