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 SummaryThe Team Lead supporting Services and Benefits provides assistance and support to internal colleagues and teams within the organization regarding complaints, escalations, inquiries, and directional guidance regarding incoming customer calls and written communications. This role is also responsible for mentoring, training agents and handling escalated customer concerns and health plan inquiries. The Team Lead is responsible for making sure that customer service and support are properly given to both internal and external customer contacts. The ideal candidate must be able to triage tasks, balance efficiency with accuracy, work both independently and as a team in a fast-paced, dynamic environment. This role requires strong leadership with high caliber organizational skills, as well as highly effective written communication skills that are representative of CVS Health.This is a remote, work from home role. The hours of operation are 7 days per week, from 8:00 AM to 11:00pm ET including holidays, except Thanksgiving and Christmas.Available Work Shift: Tuesday-Saturday, 2:30pm to 11:00pm ETThis shift offers an 8% pay differential for residents in Eastern or Central time zones.Required Qualifications
1+ years of experience in retail healthcare, preferably in a high-volume call center
1+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint
Preferred Qualifications
Bilingual in Spanish
Previous leadership experience
1+ years in training delivery, public speaking, or other comparable experience (facilitation, presentation, and e-learning)
Strong comprehension, critical thinking, and problem-solving skills with the ability to think under pressure.
Strong oral and written skills with emphasis on grammar, editing and prooing skills.
EducationVerifiable High School diploma, GED, or equivalent work experience is required.Pay RangeThe typical pay range for this role is:$18.50 - $35.29This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)We anticipate the application window for this opening will close on: 12/15/2024Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.