Customer Relations Representative

Customer Relations Representative

We're building a world of health around every individual shaping a more connected, convenient and compassionate health experience. At CVS Health, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger helping to simplify health care one person, one family and one community at a time.

The Customer Relations Representative supports CVS retail pharmacy stores by responding to customer inquiries through the 1-800-SHOPCVS line. This role operates in an inbound customer contact center environment and is responsible for delivering exceptional customer experience aligned with CVS Health's purpose and values.

In this role, the Customer Relations Representative serves as a customer advocate by researching, interpreting, and applying company procedures and policies to resolve concerns efficiently and professionally. The position requires strong verbal and written communication skills, cross-functional collaboration, and a consistent commitment to customer satisfaction.

Key Responsibilities

• Respond to customer calls received through the 1-800-SHOPCVS line
• Support CVS retail pharmacy stores by resolving customer concerns with responsiveness, reliability, and professionalism
• Serve as a customer advocate when researching and interpreting company procedures and policies
• Review and process incoming customer communications, including phone calls, emails, and letters
• Communicate clearly and professionally with customers through verbal and written correspondence
• Partner with field leadership, category managers, and cross-functional teams to resolve issues in a timely and effective manner
• Maintain professionalism and service quality in an inbound customer contact center environment
• Provide coverage based on business needs, including weekend coverage

Required Qualifications

• Minimum of 1 consecutive year of customer service experience
• Excellent communication, organization, and follow-up skills
• Ability to clearly explain program and policy details verbally and in writing
• Strong PC skills, including the ability to navigate multiple applications simultaneously
• Proficiency with Microsoft Windows-based applications and Microsoft Office
• Flexibility in work schedule and ability to successfully complete a paid company training program
• Ability to work independently in a home-based environment
• Strong time management skills and self-motivation
• Ability to adapt to changing business needs
• Willingness to be trained in additional skills to support business requirements
• Ability to use a CVS Healthprovided webcam during work hours
• Availability to work during hours of operation, including weekend coverage as required

Internet Requirements

• Minimum 50 Mbps download / 10 Mbps upload (when available)
• Internet service may require upgrades to support required systems
• Personal hotspots and public Wi-Fi are not permitted
• Colleagues must be physically connected via ethernet cable while working

Preferred Qualifications

• Bilingual in Spanish
• Prior inbound call center experience
• Previous work-from-home experience
• Prior retail or pharmacy experience

Education

• Verifiable High School Diploma, GED, or equivalent experience

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. 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.