As a Client and Colleague Support Senior Assistant, you will work closely with the Supervisor and Team Leads to manage any member grievances escalated by the Health Plan. As a Senior Assistant you are responsible for ensuring superior service for our clients by providing information, feedback and resolutions to their requests and inquiries.
It’s part of the Supplemental Benefits Team duties to complete member tickets (reimbursement and replacement card), Escalation emails, HP follow up comments, and other offline work (address validation and returned mail) within 24-48 hrs. The Senior Assistant will also create and support a culture of inclusion and diversity, ensuring all actions are in complete alignment with CVS practices, policies, and values as well as state, federal and regulatory requirements.
This role is required onsite in our 2100 Highland Corporate Drive office in Cumberland, RI, 5 days a week from 8:30-5PM ET.
Required Qualifications
- 2+ years of customer service experience
- 2+ years of experience with Microsoft Office, including Excel, Word, Access, and PowerPoint
- Experience with Mail sorting, filing and organizing returned mail
- Comfortability working on site 5 days a week with reliable transportation
- Strong interpersonal and relationship building skills
- Excellent oral, written, and interpersonal communication skills
- Ability to work in a structured, fast paced call center environment
- Ability to work well with others
- Must be able to communicate effectively with all levels and prepare effective written documents
Preferred Qualifications
- Bilingual (English and Spanish)
- Experience in use of call center technologies/applications
- Experience working in a call center environment
Education
Verifiable High School diploma, GED, or equivalent work experience
