Customer Service Representative – Employee Assistance Program
CVS Health
full-time
Posted on:
Location Type: Remote
Location: Remote • Missouri • 🇺🇸 United States
Visit company websiteSalary
💰 $17 - $28 per hour
Job Level
Junior
About the role
- Responsible for supporting the provision and use of the Employee Assistance Program (EAP).
- Responds to incoming inquiries via phone, email, or chat, providing prompt and helpful responses to customer questions, issues, and/or concerns.
- Assists customers with technical or product-related issues by guiding them through troubleshooting steps to resolve problems effectively.
- Helps process customer orders, track shipments, and facilitate returns or exchanges, including addressing any issues related to billing, shipping, or payment.
- Instructs customers on how to use products or services most effectively, offering tips, answering frequently asked questions, and providing step-by-step instructions when needed.
- Maintains records of customer interactions, including inquiries, complaints, and resolutions, to track trends, identify areas for improvement, and provide a comprehensive customer history for future reference.
- Identifies current inefficiencies, seeking input from relevant stakeholders and implementing effective solutions to successfully enhance the company's competitive advantage in the industry.
- Escalates issues to management or specialized departments for further investigation and resolution when customer problems cannot be resolved immediately.
- Assists new employees by providing guidance, sharing knowledge, and ensuring they understand certain processes and procedures.
- Contributes to the delivery of Customer Service onboarding orientations, training programs, in-services, and other programs as required.
Requirements
- 1+ years’ experience in call center environment.
- Experienced in a social, psychological, or human service field providing client support.
- Technical Requirement for personal residential internet service.
- Recommended Technical requirements when obtaining your own residential internet service: Select an internet service that is either broadband or fiber (e.g., Verizon Fios, Comcast). Select a minimum of 25mbps/3mbps.
- A hardwired connection is required (ethernet connection); a wireless connection will introduce the risk of performance degradation.
- Mental health or Human services background preferred.
- 1-3 years of healthcare experience preferred.
- Education High School Diploma
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttroubleshootingorder processingbillingshippingpayment processingrecord maintenancedata trackingproblem resolutiononboarding
Soft skills
communicationinterpersonal skillsproblem-solvingteam collaborationtrainingcustomer serviceadaptabilityattention to detailempathystakeholder engagement