Job Description

Employment Type: Full time Anticipated Weekly Hours: 40 Time Type: Full time Pay Range: The typical pay range

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Position Overview

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills.

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Responsibilities

• Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business.
• Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time.
• Provide our members with a personalized and rewarding experience by helping them feel valued, empowered, and understood.
• Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference.
• Ensure that detailed call information is captured in the Customer Relationship Management system (CRM) and appropriate dispositioning is done.
• Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.).
• Work effectively within a team and across the organization to further the goals of the business.
• Build skills through team meetings, 1x1 coaching, call calibrations, peer coaching’s, etc.
• Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication.
• Contact prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents, utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills.
• Other duties as assigned.

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Requirements

Accountabilities:

• Strong understanding of products, services, and processes offered by the company.
• Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics.
• Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members’ lives.
• Ability to engage with members: begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objections.
• Displays empathy and resilience when dealing with members who need help.
• Gains our members' trust and respect by establishing and maintaining effective relationships.
• Attention to detail and excellent interpersonal skills.
• Discretion in handling and communicating sensitive information.
• Ability to manage multiple projects at once in a fast-paced environment.
• A positive attitude and willingness to do whatever it takes to get the job done.

Preferred Qualifications:

• 4-year college degree.
• 2 to 3 years in a Customer Service capacity.
• Demonstrated self-starter with a positive attitude and ability to control emotions when dealing with unhappy customers (i.e., “Customer is always right” attitude).
• Adaptable to a high-pressure, achievement-oriented environment.
• High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone.
• Bilingual in English, Spanish is a plus.

Education:

• High School Diploma or equivalent experience in a customer service capacity.

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Company Information

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care. As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

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Note: Salary and Location Type were not specified in the provided text.