Job Category: Call Center, Customer Service, Management
Clinical Licensure Required : N/A
Job Type: Full Time Position Summary:
Provides ongoing supervision to Customer Service Representative staff as well as evaluates performance, interviews, hires, and manages a staff of approximately 16 CSRs. Responsibilities includes monitoring quality of services via our Behavioral Analytics tool and Witness, coaching to behaviors for improved performance, resolving escalated issues and making good decisions. This individual will be responsible for assisting in the development of the team and department as the business evolves and must have the ability to adjust to various schedules as dictated by department business needs. Required Qualifications:
Excellent oral and written communication skills. Strong knowledge of call center systems, processes and procedures. Coaching and facilitation skills. Strong leadership skills. Ability to make both routine and difficult decisions in a fast-paced, high stress environment. Shift flexibility/adaptability required. Hours of operation are Monday through Saturday with shifts from 9 a.m. through 11 p.m. Experience with handling customer escalations and resolving problems. Demonstrated proficiency using all Customer Care software applications. PBM experience helpful. Successful candidates will pass a background check and drug screen. Preferred Qualifications:
3 years customer service experience in a call center environment, together with 1 year previous supervisory or equivalent experience in a progressively responsible role (ie. lead assignments, stretch role) Excellent decision-making, analytical and problem-solving skills required. Demonstrated proficiency using Powerpoint, Access and Excel with ability to create and present data to targeted audiences, both internal and external, in a professional manner. Ability to motivate teams, be multi-tasked and work in a fast-paced environment. Experience with handling escalations and resolving problems. Demonstrated proficiency using all Customer Care software applications. PBM experience helpful. Education:
Verifiable High School diploma or GED is required. 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 - 21 months ago
CVS Health (NYSE: CVS) is a pharmacy innovation company helping people on their path to better health. Through our 7,700 retail pharmacies,...