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. Job description Primary Job Duties & Responsibilities Responds to incoming inquiries via phone, email, or chat, providing prompt and helpful responses to customer questions, issues, and/or concerns. Assists customers with technical or product-related issues by guiding them through troubleshooting steps to resolve problems effectively. Helps process customer orders, track shipments, and facilitate returns or exchanges, including addressing any issues related to billing, shipping, or payment. Instructs customers on how to use products or services most effectively, offering tips, answering frequently asked questions, and providing step-by-step instructions when needed. Maintains records of customer interactions, including inquiries, complaints, and resolutions, to track trends, identify areas for improvement, and provide a comprehensive customer history for future reference. Identifies current inefficiencies, seeking input from relevant stakeholders and implementing effective solutions to successfully enhance the company's competitive advantage in the industry. Escalates issues to management or specialized departments for further investigation and resolution when customer problems cannot be resolved immediately. Assists new employees by providing guidance, sharing knowledge, and ensuring they understand certain processes and procedures. Contributes to the delivery of Customer Service onboarding orientations, training programs, in-services, and other programs as required. Required: 1 year Call Center 6 months-1 year Health care Preferred: Working knowledge problem solving and decision making skills Certified Patient Care Representative (CPCR) Education: High school diploma or equivalent required. Job code – 413355 Job Profile – Customer Service Rep Job Grade – 105 Bonus Class - EPA **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. 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 (https://jobs.cvshealth.com/us/en/benefits) We anticipate the application window for this opening will close on: 11/22/2024 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.