Supervisor, Customer Service (Fully Remote) - Heart-Centered Leadership in Healthcare Innovation
Join the CVS Health Team: Transforming Healthcare with Heart
At CVS Health, we're driven by a singular purpose: Bringing our heart to every moment of your health. As a leader in the healthcare industry, we're committed to delivering enhanced, human-centric care in a rapidly changing world. Our Heart At Work Behaviors guide our actions, empowering every team member to play a vital role in transforming our culture and accelerating innovation. We're seeking a talented and compassionate Supervisor, Customer Service to join our team and help us make healthcare more personal, convenient, and affordable.Position Overview
As a Supervisor, Customer Service (Fully Remote), you'll be responsible for leading a team of Customer Service representatives, ensuring exceptional service delivery to our members and providers. You'll develop, motivate, and coach your team to achieve excellent customer satisfaction, retention, and growth. Your leadership will be instrumental in fostering a culture of collaboration, innovation, and continuous improvement.Key Responsibilities
- Supervise and manage a team of Customer Service representatives, providing guidance, coaching, and feedback to ensure excellent performance.
- Develop and implement strategies to improve customer satisfaction, retention, and growth, aligning with company objectives.
- Monitor and analyze performance metrics, such as daily stats and schedule adherence, to identify areas for improvement and allocate resources effectively.
- Build and maintain strong relationships with internal business partners, constituents, and provider teams to ensure seamless communication and resource sharing.
- Remove barriers to job performance, ensuring regulatory compliance and a positive work environment.
- Attract, select, and retain high-caliber, diverse talent to join our team, fostering a culture of excellence and innovation.
- Act as a liaison between staff and other areas, including management, segments, and provider teams, communicating workflow results, ideas, and solutions.
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 data analysis and performance management.
- 1+ years of experience working with Microsoft Excel, including creating charts and pivot tables from raw data.
- High-speed internet access (25 mbps or higher) and a reliable computer setup with a direct connection (NOT WI-FI) (ethernet cord directly from computer to router).
- High School Diploma or equivalent required.
Preferred Qualifications
- Advanced computer skills, including MS Excel, Word, PowerPoint, OneNote, and QuickBase.
- Project management experience, with a focus on process improvement and efficiency.
- LEAN Six Sigma methodology and experience, with a focus on continuous improvement and quality management.
Career Growth Opportunities and Learning Benefits
At CVS Health, we're committed to the growth and development of our team members. As a Supervisor, Customer Service, you'll have access to:- Comprehensive training programs, including leadership development and customer service skills.
- Opportunities for career advancement, with a clear path for growth and professional development.
- A culture of innovation, with a focus on continuous improvement and quality management.
- A collaborative and dynamic work environment, with a team of passionate and dedicated professionals.
Work Environment and Company Culture
As a fully remote team member, you'll enjoy:- The flexibility to work from home, with a reliable computer setup and high-speed internet access.
- A culture of trust, respect, and empathy, with a focus on work-life balance and well-being.
- Opportunities for connection and collaboration with colleagues, through virtual team-building activities and communication channels.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package, including:- A competitive salary range of $40,600.00 - $75,000.00, depending on experience and qualifications.
- A CVS Health bonus, commission, or short-term incentive program, in addition to base pay.
- A full range of medical, dental, and vision benefits, with eligible employees able to enroll in our 401(k) retirement savings plan and Employee Stock Purchase Plan.
- Fully-paid term life insurance, short-term and long-term disability benefits, and Paid Time Off (PTO) or vacation pay.
- CVS store discounts, education assistance, and free development courses.