Customer Service Representative

Customer Service 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.

We are seeking a compassionate, customer-obsessed Customer Service Representative to care for our customers for the State of North Carolina health plan. Our customer includes members of our benefit plans, employers that offer benefits, doctors, hospitals, and other providers of healthcare. In this role, you will create connections with our customers by helping with their benefits and claims to improve their health and well-being. You will be responsible for educating customers about their benefits and claims while resolving issues and directing them to helpful resources. This position requires adaptability and empathy, as you will be handling a variety of inquiries and ensuring customer satisfaction through kind and respectful interactions. As the face of our company, you will care for our customers by researching issues, documenting outcomes, resolving inquiries and delivering a high level of customer satisfaction. Your ability to listen and respond to customer needs is crucial in inspiring trust and loyalty.

Key Responsibilities:

• Actively listen and be an advocate for customers, understand their needs and provide guidance and support
• Resolve customer inquiries and issues efficiently while documenting all interactions.
• Educate customers about available resources and assist them in navigating their options.
• Anticipate customer needs and provide proactive solutions to enhance satisfaction.
• Collaborate with team members and other departments to address service issues and improve outcomes.
• Document all customer correspondence and maintain confidential records of patient information.
• Follow policies, procedures, and the CVS/Aetna Code of Conduct.

Your performance will be measured by:

• Customer satisfaction with the service you provide.
• Demonstrating CVS/Aetna's "Heart at Work" behaviors including Putting People First, Joining Forces, and Inspiring Trust.
• Your ability to resolve customer issues the first time they call.
• Quality and accuracy of interactions with customers.
• Reporting to work and adhering to your assigned schedule.

Our Leadership and Welcome Teams will help you succeed by providing:

• New colleague orientation to learn about our company and your role.
• Engaging and comprehensive training ranging from 4 to 18 weeks depending on the customers supported.
• A supportive and inclusive culture that will allow for continuous learning and growth.
• Ongoing coaching and mentoring support.
• Equipment and resources needed to complete assigned work.

Key Competencies and Behavioral Requirements:

• Demonstrated empathy and effective communication skills.
• Respectful and kind demeanor in all communications while being an advocate for our customers
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple resources and tasks in a fast-paced environment.

Required Qualifications:

• 6+ months of customer service experience
• Basic computer skills

Preferred Qualifications:

• 1+ years of customer service experience in a contact center environment, which may include calls, chats or email correspondence depending on role.
• Microsoft office experience preferred

Education:

• High School Diploma, GED, or equivalent experience.

You must have:

• High-speed internet access with adherence to workplace model and potential telework agreements.
• Willingness to work specific hours, with flexibility

Anticipated Weekly Hours: 40

Time Type: Full time

Pay Range: $17.00 - $25.65

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.

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.