Experienced Customer Service Supervisor - Transforming Healthcare through Exceptional Service Delivery (Fully Remote)

Bringing Our Heart to Every Moment of Your Health at CVS Health

At CVS Health, we're driven by a singular purpose: to bring our heart to every moment of your health. This guiding principle is at the core of our commitment to delivering enhanced human-centric healthcare in a rapidly evolving world. Our brand is anchored in 'heart,' and we're dedicated to making healthcare more personal, convenient, and affordable. As a Customer Service Supervisor, you'll play a pivotal role in transforming our culture and accelerating our ability to innovate and deliver solutions that make a meaningful difference in people's lives.

About the Role

We're seeking an experienced Customer Service Supervisor to lead our customer service team in delivering exceptional service to providers. As a supervisor, you'll be responsible for overseeing the overall supervision of customer service employees, driving member/provider satisfaction, retention, and growth by efficiently delivering competitive services. This is a fully remote opportunity, allowing you to work from the comfort of your own home while making a significant impact on our organization.

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 regularly and provide candid and timely feedback regarding developmental and training needs, including completion of monthly and annual scorecards.
• 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 constituents and 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.
• Act as a liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.

Essential Qualifications

To succeed in this role, you'll need:

• 3-5 years of Call Center Experience, with a proven track record of delivering exceptional customer service.
• 1-3 years of Supervisory Experience in a highly transactional organization, where you've led teams and driven results.
• 1+ year 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) (ethernet cord directly from computer to router).

Preferred Qualifications

While not required, the following skills and experience will give you a competitive edge:

• Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase.
• Project Management experience, where you've led projects and driven results.
• LEAN Six Sigma methodology and experience, demonstrating your ability to drive process improvements.

Education

A High School Diploma is required for this role.

Skills and Competencies

To excel as a Customer Service Supervisor, you'll need:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members and stakeholders.
• Strong leadership and coaching skills, with the ability to motivate and develop team members.
• Analytical and problem-solving skills, with the ability to analyze data and drive business decisions.
• Ability to work in a fast-paced environment and prioritize multiple tasks and responsibilities.

Career Growth Opportunities and Learning Benefits

At CVS Health, we're committed to helping you grow and develop your skills. As a Customer Service Supervisor, you'll have access to:

• Comprehensive training programs, designed to help you succeed in your role.
• Career development opportunities, where you can advance your career and take on new challenges.
• Mentorship and coaching, from experienced leaders who can guide you on your journey.

Work Environment and Company Culture

As a fully remote employee, you'll have the flexibility to work from home while still being connected to our vibrant company culture. We're committed to:

• Fostering a culture of inclusion and diversity, where everyone feels valued and respected.
• Promoting work-life balance, through flexible work arrangements and generous time-off policies.
• Recognizing and rewarding outstanding performance, through various recognition programs and incentives.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A base salary range of $40,600 - $75,000, depending on experience and qualifications.
• Eligibility for a CVS Health bonus, commission, or short-term incentive program.
• A comprehensive benefits package, including medical, dental, and vision coverage.
• A 401(k) retirement savings plan and Employee Stock Purchase Plan.
• Numerous well-being programs, education assistance, and free development courses.
• A CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) and paid holidays throughout the calendar year.

Join Our Team

If you're a motivated and experienced Customer Service Supervisor looking to make a meaningful difference in healthcare, we want to hear from you. Apply now to join our team and be part of a dynamic organization that's transforming the healthcare landscape.

We're committed to creating a diverse and inclusive work environment, and we're proud to be an equal opportunity employer.