Job Category: Information Systems
Clinical Licensure Required : N/A
Job Type: Full Time Position Summary:
A member of the department with a high experience level in terms of content knowledge and Customer Support processes that provides liaison and escalation support with various support departments. The Lead Specialist – Customer Support works closely with the Level II support groups and other CVS personnel in troubleshooting and resolving problems. On a daily basis, is responsible for assisting IS Technicians in reporting or resolving problems within service level agreements (SLAs), which may require contact with CVS personnel at various levels and outside vendors. Identifies trends and implements processes and procedures to minimize impact and provide quality support. Maintains good communications with operations and field management on store and corporate impact situations.
Responsible for ensuring continuity of service and providing high quality support within the committed service levels. Ensure that problems and request are logged, escalated appropriately and resolved in the most effective manner. Provide prompt, professional customer service following specific guidelines on customer service while ensuring that problems are promptly addressed, documented and rectified accurately and on time, with the proper follow-up and professional customer service. Maintain prompt and consistent attendance. Provide first level management and coaching to indirect reports. React quickly and make critical decisions on a regular basis that impact store, corporate and employee satisfaction.
Maintain daily operations including assisting the IS Technicians with problem resolution and providing liaison and escalation support with customer support departments
Analyze reporting to identify trends and determine areas of opportunity within the documentation and training to maximize first point of contact resolution rate
Perform quality assurance monitoring of problems and request to ensure that training is effective, the documentation is user-friendly and accurate and an acceptable level of customer service is being provided. Required Qualifications:
1. Qualified candidates must demonstrate strong analytical, problem solving, tracking and interpersonal skills. 2. Must demonstrate flexibility and teamwork. 3. Possess and demonstrate strong customer service skills 4. Must be self-directed, work independently, detail oriented, organized and have excellent follow-up skills. 5. Ability to work in a flexible schedule environment to support hours of operation. 6. Ability to multi-task and support multiple projects while updating management and customers. 7. Ability to troubleshoot software and hardware (desktop, laptop, peripheral, mobile devices) 8. Ability to manage time effectively while prioritizing work loads 9. Ability to move equipment as necessary 10. Understanding of basic Networking in a Corporate Environment 11. Working knowledge of Windows 7, SMS, Microsoft Office, third party software, remote control agents Preferred Qualifications:
A+ Certification, HP/IBM certification a plus Education:
Verifiable High School diploma or GED is required. Bachelors Degree or equivalent 7 to 10 years work experience in a PC hardware/software support job. Business Overview:
CVS Caremark, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day.
As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.
CVS Health is a pharmacy innovation company helping people on their path to better health. Through our 7,800 CVS/pharmacy retail pharmacies,...