Req. ID: 88749BR
Location: AZ - Phoenix
Job Category: Call Center, Customer Service
The Customer Care Representative (CCR) is an important first-line of contact with our customers, setting the tone for how our company and services are experienced. They provide participants with the right information at the right time to help them make better decisions about their health and health care. The fast-paced deadline-driven position requires attention to detail and the ability to multi-task. The CCR promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and aligns to the goals and objectives of the company.
The CCR professionally handles a high volume of complex inbound calls and may also include correspondence to include emails, faxes or written letters. They ensure questions and issues are resolved both promptly and accurately and in a manner that participants are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way. A CCR must also be able to effectively handle complaints while consistently demonstrating behaviors that contribute to Care’s achievement of service level goals. CCR’s work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.
* Minimum of 3 years tenured experience in a customer service environment including retail or any high impact customer service role * Strong written, interpersonal, and oral communication skills * Strong customer service skills exhibiting a courteous telephone etiquette, patience and professionalism * Ability to provide empathetic services to our customers * Demonstrable responsiveness and reliability as attendance is an essential function of the position * PC proficiency in Windows-based applications and internet skills * Team-oriented and the ability to work with others * Self-directed and the ability to problem solve * Ability to apply knowledge and skills learned in training
* Healthcare related experience, certifications and/or licensure * Ability to identify process improvements
Verifiable High School diploma or GED is required
CVS Caremark, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.