Rep I Customer Care at Honolulu

Job Description

The CVS team consists of more than 140,000 dedicated people working in our stores, regional offices, distribution centers, and headquarters in Woonsocket, Rhode Island. The first CVS store opened under the name "Consumer Value Store." Since then, we have become more popularly known as CVS, but our focus on providing value to our customers has remained our hallmark.

Position Summary

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 callers needs, and providing education along the way. A CCR must also be able to effectively handle complaints while consistently demonstrating behaviors that contribute to Cares achievement of service level goals. CCRs 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.

Required Qualifications

Minimum 3 years tenured experience in a complex, high-impact customer interfacing role including retail, healthcare preferred.REQUIRED SKILLS: In order of importance, list specific skills or talents that a qualified incumbent should possess (i.e., management of large staff, computer applications, subject knowledge, etc.)1. Strong oral, interpersonal, and written communication skills2. Strong customer service skills, including courteous telephone etiquette and professionalism; and the ability to exhibit patience and empathy3. Responsiveness to customers4. Demonstrates strong analytical skills with the ability to evaluate, develop, and deliver alternative courses of action5. Demonstrates reliability and compliance with scheduling standards. 6. Ability to express assurance and confidence7. PC proficiency in Windows-based applications and strong internet skills 8. Team-oriented with the ability to work effectively with others9. Customer service focused; ability to identify process improvements and to multi-task10. Comfortable relating to customers in a patient, helpful way that demonstrates a genuine concern for improving the customer quality of life. 11. Self-directed and the ability to problem solve in a positive, productive manner.12. Ability to positively deal with changes in a complex and rapidly changing work environment.13. Ability to apply the knowledge/skills learned in training to the day-to-day aspects of the job.Attendance is an essential function of the position.

Preferred Qualifications

Performs as a consultative resource to plan participants in need of assistance with their prescription benefit plan demonstrating behviors that contribute to the departments achievement of service level goals.Establishes a rapport with plan participants to understand their needs, while providing appropriate solutions and efficient customer service.Recognizes significant life events, identify plan participants needs and advises them on appropriate solutions. It may involve probing and understanding real and perceived underlying needs, identifying relevant chouces and moving through decision and action.Works collaboratively withour business partners to provide solutions for customers.Promotes a positive team environment, continuously seeking opportunities for developing professional expertise, which support the goals and objectives of CVS/Caremark.Demonstrates strong analytical and problem solving skills and exercises high discretion on sensitive and confidential matters.3 years customer service experience, preferable in healthcare, social services, or a similar service position. Life experiences such as providing elder care, being a primary caregiver, or volunteer work within the community are preferred.Successful candidates will need to pass a background check and drug screen.

Education

High school diploma or GED

Clinical Licensure Required

N/A

Business Overview

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 nations 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.

Work Environment

Pharmacy - Clinical Services

CVS offers a competitive benefit package including:Stock Option Award Program (select employees) CVS Future Fund - 401(K) & ESOP Employee Stock Purchase Plan (ESPP) Comprehensive pre-tax medical insurance Prescription Coverage Short- and Long- term disability insurance Medical and personal leave Domestic partner benefits Life Insurance-Company-paid program Supplemental Supplemental dependent Dental Insurance Vision discount plan Adoption assistance Business travel insurance Auto and Home insurance discount plans Professional liability insurance (Pharmacists) Dependent care reimbursement account Education assistance Performance-based incentive plan Service recognition Paid vacations and holidays Merchandise discount

Job Requirements

 
Country: USA, State: Hawaii, City: Honolulu, Company: CVS Caremark.