Supervisor, Customer Service

CVS Health Job Opportunity

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.

Provides strategic leadership and oversight to ensure exceptional customer experiences and satisfaction by monitoring New Business quality and performance metrics, recommending action plans as a result of findings, resolving escalated issues, and collaborating with other departments to enhance the overall New Business experience. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer loyalty, retention, and advocacy while promoting a positive and service-oriented culture within the organization.

Advises team members on performance goals to ensure that individual and team targets are being met or exceeded. Develops New Business audit function. Analyzes application entries, customer feedback, and service levels to identify customer service and compliance areas that may need improvement. Assists managers with the hiring, training, and coaching of the New Business teams to improve departmental capabilities. Coaches less experienced staff on New Business service procedures to enable the delivery of high-quality services. Devises innovative ways to improve service quality, process improvements, training programs, and customer satisfaction surveys. Educates cross-functional teams on how to integrate technology innovations to enhance New Business processes. Establishes a customer service metric system that consists of performance dashboards and reporting guidelines to facilitate data-driven, decision-making processes.

For this role you will need minimum requirements including 3-5 years work experience, Medicare Supplement and Accident Health Product experience (preferred), prior leadership experience (preferred), and auditing experience desirable. Working knowledge of collaboration and teamwork, execution and delivery skills, business intelligence, problem solving and decision making skills, and adept at growth mindset (agility and developing yourself and others) skills are also required. Post secondary / high school education or specialized training, i.e., technical / vocational programs, is needed.

Anticipated weekly hours are 40 and time type is full time. The typical pay range for this role is $43,888.00 - $85,068.00. 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.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. No-cost programs for all colleagues include wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.