Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The TempAlert Repairs & Maintenance (TARM) team is a multifunctional team that supports the break, fix and installation activities for the temperature monitoring equipment onsite at CVS/pharmacy, MinuteClinic, and Omnicare locations. This position primarily focuses on the resolution of inbound Service Channel tickets relevant to temperature monitoring devices. In this role, you will be expected to triage directly with onsite colleagues via outbound phone calls to provide remote troubleshooting steps as indicated by the established workflow.  You will be supported by robust standard operating procedures and partnerships with client stakeholders within Pharmacy Operations as well as an external vendor. You will be expected to work in a fast-paced environment, deliver on performance metrics, independently manage time and competing priorities, and be an effective self-starter. You will be responsible for overseeing multiple asynchronous issues through from start to finish. Other responsibilities may include but are not limited to: training new team members and/or offering peer-to-peer coaching as applicable, servicing a shared team email inbox with excellent written communication skills, and cross-training in other similar temperature monitoring spaces as needed. As a key contributor you must value patient safety, collaborate effectively, navigate a complex work environment, thrive in a fast-paced call-center type environment, and independently problem-solve with critical thinking skills and professional maturity. Hours of operation are Monday-Friday from 9am to 5:30pm EST.

Other responsibilities include:

Provide advanced remote troubleshooting for malfunctioning TempAlert equipment and install replacement equipment via phone callSupport email inbox inquiries to the team, working directly with field leaders, pharmacy teams, and other stakeholders to resolve issues with equipment via emailAssist with writing and updating training documentation and team knowledge resourcesAdditional tasks as required by manager or supervisor

Required Qualifications

1+ years of experience working with sensitive information and/or HIPAA, or experience working in a Call Center environment where a high degree of accuracy and attention to detail are required1+ years of relevant work experience working with networking, computer peripherals, or other remote help desk IT support using ticketing applicationsAbility to work with a high volume of work, production-oriented, time-sensitive call center environmentStrong organization skills, ability to multi-task, prioritize work, maintain flexibility, and manage expectations while meeting scheduled deadlinesProven ability to function well in a professional team environmentProficient in data entry, Microsoft Word and Excel, Microsoft Outlook and the ability to master other related department applicationsAbility to handle inquiries, and exercise good judgment and apply critical thinking skills to solve problemsTime management skills and ability to strategize through competing prioritiesDemonstrated track record of high performanceMust be able to work on a computer, sitting for extended periods of time, typically 8 hours per day with or without a reasonable accommodation Must be able to verbally communicate effectively with targeted client Must be able to communicate effectively in writingMust be able to use a headset to keep conversations confidential as you are connecting with your targeted client groupPerform shifts as variable, based on the needs of the businessMust be able to navigate a complex computer system, leveraging multiple applications, to determine who to connect with and evaluate troubleshooting needsMust be able to interpret technical dashboards to perform root cause analysis

Preferred Qualifications

Strong customer service skills, including courteous telephone etiquette and professionalismStrong oral, interpersonal and communication skillsAbility to problem solve in a positive, productive mannerBachelor’s degree

Education

Bachelor’s degree or equivalent experience

Pay Range

The typical pay range for this role is:

$17.00 - $31.30

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners.  As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

We anticipate the application window for this opening will close on: 11/18/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.