Customer Service Consultant

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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

ActiveHealth is dedicated to helping our members set goals and make choices which enable them to lead healthier lives. We provide education to make informed decisions and support to reach those goals. Customer Service is the first point of contact, and we need energetic, compassionate people who are dedicated to helping our members understand all the resources available to them.

Primary functions performed are:

• Educating identified members about programs available to them to promote wellness
• Scheduling appts with our nurses and coaches or scheduling them in a group coaching event
• Educating members on their company sponsored incentives and reviewing progress towards meeting their incentives.
• Assisting members with portal questions (password resets, registering, navigation, filling out health assessments) and promoting the mobile app
• Providing a positive member experience reflective of the CVS values

We are a call center and contact with the members will be primarily inbound and outbound telephonic (add chat when applicable).

Training is approximately six weeks from 9:00 am to 5:30 pm ET.

Post-training schedule will be 12:30-9:00 PM EST 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 minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wifi is not permitted. Internet is non-reimbursable by the company unless state law mandates it.

• 2 yrs experience in a customer service call center environment where you supported inbound and outbound queues. Experience promoting programs or telephonic sales is preferred but not required. Averaged 85-100 contacts per day

• Microsoft 360 (Outlook, Teams, One Drive)

• Additional internal applicant requirements (status will be checked prior to an offer being made)

• Scorecard rating of a 3 or higher

• Acceptable attendance

• No written warning or disciplinary action on file

Preferred Qualifications

• Workforce management preferred but not required

• Avaya One X or comparable telephonic software knowledge

Education High School Diploma or GED

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 jobs.CVSHealth.com/benefits

We anticipate the application window for this opening will close on: 03/28/2024

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.