Introduction to CVS Health
At CVS Health, we are driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle shapes our commitment to delivering human-centric health care that is both personal and innovative. As a leader in the health care industry, we recognize that how we deliver our services is just as important as what we deliver. Our brand, with heart at its center, sends a powerful message about the value we place on empathy, compassion, and understanding in every interaction.
Our Heart At Work Behaviors
Our Heart At Work Behaviors are the foundation upon which our culture is built. We strive to create an environment where every colleague feels empowered to contribute to our mission and make a meaningful difference in the lives of our customers. By living these behaviors, we aim to transform our culture, accelerate innovation, and deliver solutions that make health care more accessible, affordable, and personalized.
Job Summary
We are seeking an experienced and inspirational Customer Service Supervisor to join our team. As a supervisor, you will be responsible for leading a high-performing team of customer service representatives, driving member and provider satisfaction, retention, and growth through the delivery of exceptional services. Your expertise in developing, motivating, and coaching staff will be essential in creating a positive and productive work environment that fosters excellence in customer service.
Key Responsibilities
- Develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork to deliver outstanding customer service
- Be visible and available to staff, providing ongoing feedback, answering questions, and monitoring calls to ensure exceptional service quality
- Utilize incentive programs to recognize and celebrate team and individual successes, promoting a culture of achievement and recognition
- Assess individual and team performance regularly, providing candid and timely feedback on developmental and training needs, including the completion of monthly and annual scorecards
- Monitor performance measures, such as daily statistics and schedule adherence, allocating resources to meet volume and performance demands
- Develop and maintain strong collaborative relationships with internal business partners and constituents to share resources, maintain excellent communication, and achieve common service center objectives
- Remove barriers to job performance, ensuring regulatory compliance and creating an environment that supports the success of all team members
- Attract, select, and retain high-caliber, diverse talent capable of achieving or exceeding business goals, building a cohesive team that works well together
- Act as a liaison between staff and other areas, including management, segments, provider teams, and more, communicating workflow results, ideas, and solutions
Qualifications
Essential Qualifications
- 3-5 years of call center experience, with a proven track record of success in a fast-paced, dynamic environment
- 1-3 years of supervisory experience in a highly transactional organization, with expertise in leading teams and driving results
- 1 year of data analysis experience working with Microsoft Excel, with the ability to create charts and pivot tables from raw data
- High-speed internet access (25 mbps or higher) and a router located in a place where you can set up and work with a direct connection (not Wi-Fi), with an ethernet cord directly from your computer to the router
Preferred Qualifications
- Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase
- Project management experience, with expertise in managing multiple projects and priorities
- LEAN Six Sigma methodology and experience, with a focus on process improvement and efficiency
- High school diploma or equivalent, with a strong educational foundation in a related field
Skills and Competencies
To succeed in this role, you will need to possess excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire high-performing teams. You will be a strategic thinker, with a focus on driving results and achieving business objectives. Your expertise in data analysis, process improvement, and customer service will be essential in creating a positive and productive work environment that fosters excellence in customer service.
Career Growth Opportunities and Learning Benefits
At CVS Health, we are committed to the growth and development of our colleagues. As a Customer Service Supervisor, you will have access to a range of training and development programs, including leadership development, customer service training, and data analysis courses. You will also have opportunities to participate in mentorship programs, networking events, and cross-functional projects, helping you to build your skills, expand your knowledge, and advance your career.
Work Environment and Company Culture
Our company culture is built on a foundation of empathy, compassion, and understanding. We recognize that our colleagues are our greatest asset, and we strive to create a work environment that is supportive, inclusive, and respectful. As a fully remote opportunity, you will have the flexibility to work from home, with the ability to create a schedule that meets your needs and supports your well-being.
Compensation, Perks, and Benefits
The typical pay range for this role is $40,600.00 - $75,000.00 per year, depending on experience, education, geography, and other relevant factors. You will also be eligible for a range of benefits, including medical, dental, and vision coverage, a 401(k) retirement savings plan, and an Employee Stock Purchase Plan. We offer numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. You will also enjoy paid time off, paid holidays, and sick time, consistent with relevant state law and company policies.
Conclusion
If you are a motivated and inspirational leader, with a passion for customer service and a commitment to excellence, we encourage you to apply for this exciting opportunity. As a Customer Service Supervisor at CVS Health, you will have the chance to make a meaningful difference in the lives of our customers, while advancing your career and developing your skills in a dynamic and supportive environment. Don't miss this chance to join our team and bring your heart to every moment of your work.
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