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

We are recruiting individuals to assist our members who have questions tied to our mobile application and website.  Members may contact us via telephone or directly from the application using e-mail.  In addition to basic registration and navigation questions, many of our members have incentives available to them as part of their employer benefits and they may have questions concerning completion of the incentives.  Many of the member issues are resolve during the initial call with a smaller percentage requiring escalation to another department for resolution.  Your role would require end to end support and keeping the member informed of progress and the resulting resolution.  All tickets and their related documentation are tracked in Service Now.

The call center is open from 8:00 am to 8:00 pm ET.  We are looking to schedule within the highest hours of concentration of 9:00 am and 7:00 pm ET.  This is a work from home position.

Training will take three weeks and we expect 100% attendance during the training time.  Training will be from 9:00 am to 5:30 pm ET.  Schedule preferences can be discussed during the interview process but will not be communicated until an offer is extended. 

All equipment will be provided and must be returned upon separation from the company.  Only company issued equipment is approved for use.

Required Qualifications

A personal High Speed Broadband internet connection required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. A location within your home free from distraction during your scheduled hours.1 year experience working in a help desk environment assisting with password reset and website navigation is preferred but not required.1 year experience working in a virtual call center.Experience taking a high volume of calls or processing a high volume of help tickets in a day (100+/day)Experience working with a ticketing platform such as Service Now or Remedy is preferred but not required.Excellent communication skills both verbal and written  Keyboarding skills and able to type 45 WPM with 95% accuracy. You can provide an online test.  Microsoft 360 basic applications (Outlook, Teams, One Drive) Avaya One X or comparable telephonic software knowledge Foundational knowledge of computers (e.g., navigation, working in multiple windows, basic functions such as copy/paste, basic trouble-shooting skills) 

Preferred Qualifications

2 years experience in a help desk-environmentExperience supporting complex and nuanced work.   Ability to discern key points to assist with problem resolution  Demonstrate ability to handle multiple assignments competently, accurately, and efficiently.  Ability to follow direction, multi-task and adapt to change Ability to learn in an on-line/telework environment  

Education
High School diploma or GED equivalent

Pay Range

The typical pay range for this role is:

$18.50 - $31.72

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: 01/28/2025

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