Experienced Customer Service Supervisor – Fully Remote Opportunity to Lead and Inspire High-Performing Teams in a Dynamic Health Care Environment

Introduction to CVS Health

At CVS Health, we are driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle underscores our commitment to delivering human-centric health care that is both personal and innovative. As a leader in the health care industry, we recognize that the way we deliver our services is just as important as the services themselves. Our Heart At Work Behaviors are designed to empower every member of our team to play a vital role in transforming our culture and driving innovation. If you are passionate about making a meaningful difference in the lives of others, we invite you to join our team as a Customer Service Supervisor.

Job Overview

In this fully remote role, you will be responsible for supervising a team of Customer Service representatives, ensuring that they have the tools, training, and support needed to deliver exceptional service to our members and providers. Your leadership will be instrumental in driving member and provider satisfaction, retention, and growth. You will be accountable for developing, motivating, and evaluating your team, as well as identifying opportunities for process improvements and implementing changes that enhance our overall customer experience.

Key Responsibilities

• Develop, motivate, evaluate, and coach staff on work procedures, proper call handling, and teamwork to deliver excellent customer service
• Be visible and available to staff to answer questions, monitor calls, and provide ongoing feedback
• Utilize available incentive programs to reward, recognize, and celebrate team and individual successes
• Assess individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs
• Monitor all performance measures, such as daily stats and schedule adherence, and allocate resources to meet volume and performance demands
• Develop and maintain strong collaborative relationships with internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives
• Remove barriers to job performance and ensure regulatory compliance
• Attract, select, and retain high-caliber, diverse talent able to successfully achieve or exceed business goals
• Build a cohesive team that works well together and acts as a liaison between staff and other areas, including management, all segments, provider teams, etc.

Qualifications and Requirements

To be successful in this role, you will need to possess a combination of experience, skills, and personal qualities that enable you to lead and inspire high-performing teams. The following qualifications are required:

• 3-5 years of Call Center Experience
• 1-3 years of Supervisory Experience in a highly transactional organization
• 1+ years of data analysis experience working in Microsoft Excel with the ability to create charts and pivot tables from raw data
• High-speed internet access (25 mbps or higher) and a router located in a place where you can set up and work with a direct connection (NOT WI-FI)

Preferred qualifications include:

• Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase
• Project Management experience
• LEAN Six Sigma methodology and experience
• Education: HS Diploma

What We Offer

In addition to a competitive salary range of $40,600.00 – $75,000.00, we offer a comprehensive benefits package that includes:

• Medical, dental, and vision benefits
• 401(k) retirement savings plan
• Employee Stock Purchase Plan
• Fully-paid term life insurance plan
• Short-term and long-term disability benefits
• Well-being programs
• Education assistance
• Free development courses
• CVS store discount
• Discount programs with participating partners
• Paid Time Off (PTO) or vacation pay
• Paid holidays throughout the calendar year

Career Growth and Development

At CVS Health, we are committed to helping our employees grow and develop in their careers. As a Customer Service Supervisor, you will have access to a range of training and development opportunities, including:

• Leadership development programs
• Coaching and mentoring
• Performance feedback and evaluation
• Opportunities for advancement and career progression

Work Environment and Company Culture

Our company culture is built on a foundation of respect, empathy, and inclusivity. We believe in creating a work environment that is supportive, collaborative, and empowering. As a fully remote employee, you will be part of a virtual team that is connected by a shared purpose and values. You will have the opportunity to work with a diverse group of professionals who are passionate about making a difference in the lives of others.

Conclusion

If you are a motivated and experienced customer service professional who is looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Service Supervisor at CVS Health, you will have the chance to make a meaningful difference in the lives of our members and providers, while also growing and developing your career. Don't miss out on this opportunity to join our team and be part of a company that is dedicated to bringing heart to every moment of health care.