Supervisor, Customer Relations Call Center– Remote

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

As the Customer Relations Supervisor, you will provide daily leadership, management, and guidance to the licensed Customer Relations Call Center team. This team handles high-volume customer calls made to our 1-800- SHOP-CVS line and corresponds with customers via email.

Responsibilities of the Customer Relations Supervisor include:

– Ensuring superior service for our customers and retail partners by providing information, feedback, and coaching to agents supporting call center service level standards by holding teams accountable for results, as well as flawless execution of inbound/outbound calling programs and associated performance metrics

– Creating and supporting a culture of inclusion and diversity, ensuring all actions are in complete alignment with CVS practices, policies and values as well as state, federal and regulatory requirements

-Work Schedule will be either of the following shifts:

Monday – Friday, 10:30 AM – 7:00 PM ET

Saturday, 10:00 AM – 6:30 PM ET, Monday -Thursday, 10:30 AM – 7:00 PM ET

Sunday, 10:00 AM – 6:30 PM ET, Monday -Thursday, 10:30 AM – 7:00 PM ET

Required Qualifications

2 years of leading, coaching, and developing teams

1 year(s) of experience using MS Office Suite, including Word, Excel, and PowerPoint

Preferred Qualifications

1 year(s) experience leading a team in a call center environment

Experience working in a call center environment

Experience in use of call center technologies/applications such as Verint, Five9, or IEX

Retail Pharmacy experience

Experience working with data and analytics

Organized and high energy

Education

High School diploma, GED, or equivalent work experience is required.

Bachelor’s degree preferred

Pay Range

The typical pay range for this role is:

$43,888.00 – $93,574.80

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 Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 10/21/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.