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 shapes 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 support this purpose, empowering every team member 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

As a Customer Service Supervisor at CVS Health, you will be responsible for the overall supervision of our Customer Service team, ensuring that we deliver exceptional service to our members and providers. Your leadership will be instrumental in driving member and provider satisfaction, retention, and growth. You will achieve this by developing, motivating, and coaching your team to excel in their roles, providing ongoing feedback, and recognizing and rewarding outstanding performance. Your ability to build strong relationships with internal stakeholders and external partners will be crucial in maintaining seamless communication and achieving common service center objectives.

Key Responsibilities

• Develop, motivate, evaluate, and coach Customer Service 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 incentive programs to reward, recognize, and celebrate team and individual successes.
• Assess individual and team performance regularly, providing candid and timely feedback on developmental and training needs.
• Monitor performance measures such as daily stats and schedule adherence, allocating resources to meet volume and performance demands.
• Develop and maintain strong collaborative relationships with internal business partners and external constituents to achieve service center objectives.
• Remove barriers to job performance and ensure regulatory compliance.
• Attract, select, and retain high-caliber, diverse talent to achieve business goals.
• Build a cohesive team that works well together, communicating workflow results, ideas, and solutions to staff and other areas of the organization.

Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• 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, with experience in coaching, developing, and motivating teams.
• 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 reliable router, with the ability to work with a direct Ethernet connection.

Preferred qualifications include:

• Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase.
• Project Management experience, with knowledge of LEAN Six Sigma methodology.
• High School Diploma or equivalent, with a strong educational foundation in a related field.

Skills and Competencies

To excel in this role, you will need to possess excellent leadership, communication, and interpersonal skills, with the ability to motivate and inspire high-performing teams. You will need to be a strategic thinker, with a strong analytical mindset and the ability to drive results-oriented solutions. Your excellent problem-solving skills, combined with your ability to work in a fast-paced environment, will enable you to navigate complex challenges and achieve exceptional outcomes.

Career Growth and Learning Benefits

At CVS Health, we are committed to the growth and development of our team members. As a Customer Service Supervisor, you will have access to a range of learning and development opportunities, including free development courses, education assistance, and a comprehensive training program. You will be empowered to take ownership of your career, with opportunities for advancement and professional growth in a dynamic and supportive environment.

Work Environment and Company Culture

Our company culture is built on a foundation of heart, with a strong emphasis on empathy, compassion, and kindness. We believe in creating a work environment that is inclusive, supportive, and empowering, where every team member can thrive and reach their full potential. As a fully remote role, you will have the flexibility to work from the comfort of your own home, with the ability to connect with your team and stakeholders through our advanced technology platforms.

Compensation, Perks, and Benefits

We offer a competitive pay range of $40,600.00 - $75,000.00, depending on experience, education, and geography. In addition to your base salary, you will be eligible for a CVS Health bonus, commission, or short-term incentive program. Our comprehensive benefits package includes medical, dental, and vision benefits, as well as a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and a fully-paid term life insurance plan. You will also enjoy numerous well-being programs, education assistance, and a CVS store discount, as well as paid time off, holidays, and sick leave.

Conclusion

If you are a motivated and experienced customer service professional, with a passion for leadership and a commitment to delivering exceptional service, we invite you to apply for this exciting opportunity. As a Customer Service Supervisor at CVS Health, you will be part of a dynamic team that is shaping the future of health care. With your skills, experience, and passion, you will make a meaningful difference in the lives of our members and providers, while advancing your career in a supportive and empowering environment. Apply now to join our team and embark on a rewarding journey that will take your career to new heights.