[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. CVS Health is dedicated to building a world of health around every individual, and they are seeking a Customer Service Representative to lead inbound and outbound call efforts. The role focuses on providing exceptional customer service, advocating for members, and optimizing their experience through effective communication and problem-solving skills.ResponsibilitiesConduct designed outbound multi-touch member retention and engagement campaigns for a designated book of businessBe the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first timeProvide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understoodLeverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conferenceEnsuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioningMeet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)Work effectively within a team and across the organization, to further the goals of the businessBuilding skills through team meetings, 1x1 coaching, call calibrations, peer coaching etcWork in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communicationContacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skillsOther duties as assignedSkillsStrong understanding of products, services, and processes offered by the companySelf-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metricsDisplays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members' livesAbility to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectivesDisplays empathy and resilience when dealing with our members who need helpGains our members trust and respect by establishing and maintaining effective relationshipsAttention to detail and excellent interpersonal skillsDiscretion in handling and communicating sensitive informationAbility to manage multiple projects at once in a fast-paced environmentA positive attitude and willingness to do whatever it takes to get the job done4-year college degree2 to 3 years in a Customer Service capacityDemonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude)Adaptable to high pressure, achievement-oriented environmentHigh level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phoneBilingual in English & Spanish a plusBenefitsThis position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.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.Company OverviewCVS Health is a health solutions company that provides an integrated healthcare services to its members. It was founded in 1963, and is headquartered in Woonsocket, Rhode Island, USA, with a workforce of 10001+ employees. Its website is https://www.cvshealth.com/.