Customer Service Consultant

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

ActiveHealth is dedicated to helping our members set goals and make choices which enable them to lead healthier lives. We provide education to make informed decisions and support to reach those goals. Customer Service is the first point of contact, and we need energetic, compassionate people who are dedicated to helping our members understand all the resources available to them.  

Primary functions performed are:  

• Educating identified members about programs available to them to promote wellness  

• Scheduling appts with our nurses and coaches or scheduling them in a group coaching event 

• Educating members on their company sponsored incentives and reviewing progress towards meeting their incentives.  

• Assisting members with portal questions (password resets, registering, navigation, filling out health assessments) and promoting the mobile app 

• Providing a positive member experience reflective of the CVS values. 

We are a call center and connect with the members through inbound and outbound phone calls (add chat when applicable 

The training is approximately six weeks from 9:00 am to 5:30 pm ET.  

Post-training schedule can be discussed during the interview.   

Required Qualifications

• A personal High Speed Broadband internet connection required (100/25 mbps). Proof will be required prior to any confirmation of an offer and start date. To support telephony software, it must be Broadband and meet the minimum required mbps. You must be able to work with a direct connection using an ethernet cord. Wi-Fi is not permitted. Internet is non-reimbursable by the company unless state law mandates it. 

• 2 yrs. experience in a customer service call center environment where you supported inbound and outbound queues. Experience promoting programs or telephonic sales is preferred but not required.  Averaged 85-100 contacts per day 

• Keyboarding skills and able to type 45 WPM with 95% accuracy. You can provide an online test  

• Microsoft 360 (Outlook, Teams, One Drive) 

• Workforce management preferred but not required 

• Avaya One X or comparable telephonic software knowledge 

Preferred Qualifications

• Worked in a setting where there were contractual customer expectations, performance guarantees 

• Excellent communication skills both verbal and written  

• Experience supporting complex and nuanced work.   

• Ability to discern key points to assist with problem resolution  

• Demonstrate ability to handle multiple assignments competently, accurate